Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Call is answered agent before service level timer expires. In this case the ServiceLevelCallsOffered
and ServiceLevelCalls database fields are incremented.

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Call abandons while ringing on the agent’s phone or is redirected from the agent’s phone before
service level timer expires. In this case the ServiceLevelAband and ServiceLevelCallsOffered
database fields are incremented.

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Service level threshold timer expires. In this case the ServiceLevelCallsOffered database field is
incremented.

Note that the service level timer starts at the first queue to skill group node regardless of whether the skill
group of the answering agent belongs to the same skill group as the first queue to skill group node.

The agent service knows nothing about any abandons that happen at the peripheral VRU service, so the
abandons that happen on the VRU will not be reflected in the agent service.

You can use call type interval reports to see data for abandoned and answered calls within specific time
increments, such as between 0 and 5 seconds, or within specific time boundaries, such as under 10 seconds.
You might want to configure the intervals in relation to your Service Levels. For example, if your Service
Level threshold is 60 seconds and you want to see when callers are abandoning in relation to your Service
Level you might set intervals of 20 seconds, 40 seconds, 60 seconds, 80 seconds, and 100 seconds. Using
these intervals, you can see how closely to the Service Level calls are abandoning. You configure call
type intervals using the Bucket Interval configuration tool and then assign these intervals to individual
call types using the Call Type configuration tool or to the system using the System Information tool. If
you do not configure intervals at the call type level, the system level intervals are used.

Reports show up to ten intervals. You can configure up to nine intervals; the tenth interval shows all
remaining data.

Consider this example:

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Upper bound 1 is set to 20 seconds

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Upper bound 2 is set to 40 seconds

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Upper bound 3 is set to 60 seconds

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Upper bounds 4-9 are not set

In your reports, you would see for intervals of data for answered and abandoned calls from 0-20 seconds,
20-40 seconds, 40-60 seconds, and greater than 60 seconds. If you were running a cumulative report, you
would see data for less than 20 seconds, less than 40 seconds, less than 60 seconds, the total number of
calls.

WebView provides two call type interval reports that measure answered and abandoned calls for specific
increments:

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caltyp31: Call Type Abandon/Answer Distribution by Half Hour

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caltyp32: Call Type Abandon/Answer Distribution.