Cisco Cisco IP Contact Center Release 4.6.2 User Guide

ICM software's database updates its half-hour statistics at 30-minute intervals. During each 

interval, statistics accumulate in real-time tables like the Service_Real_Time table. 
At the end of each interval the statistics are written to half-hour tables like the Service_Half_Hour 

table. The date and time at the start of each 30-minute interval is saved with the data. This 

allows you to look back at data from previous 30-minute intervals. The first interval for each day 

begins at 12:00 midnight and ends at 12:30 A.M. The date and time at the start of each 

30-minute interval is saved with its data.

A task is considered abandoned before offered if the start task timeout period for the task's 

"pre-call" message expires before the Agent PG receives a Start or Offer Task message for the 

task.

The minimum amount of time that a caller must wait in a queue before the call can be considered 

abandoned. 
Typically, if a caller is placed in a queue and hangs up before being connected with an agent, the 

call is considered abandoned. However, a caller might hang up almost immediately after being 

placed in a queue. In this case, the caller probably hung up for reasons other than excessive 

queue times or impatience. 
If you do not want to count calls such as these as abandoned, you can set the abandoned call 

wait time value accordingly (for example, to ten seconds). Any calls abandoned in the first ten 

seconds are not considered abandoned, nor are they counted as offered. Use the ICM 

Configuration Manager to specify the wait time values of each peripheral.

A task is considered abandoned in the Router if its associated NEW_TASK dialogue is terminated 

before the Router sends a DO_THIS_WITH_TASK message to the application instance.

A task is considered abandoned while offered if the Agent PG receives an Offer Task message for 

the task and then receives an End Task message for the task without previously receiving a Start 

Task message, and if the disposition field of the End Task message specifies that the task has 

been abandoned.