Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Figure 7 : Sample Routing Script for Information Gathering and Queuing
Although a service level can be defined for both call types, it is better to define a service level for the
call type that has the Queue to Skill Group node in it.
call type that has the Queue to Skill Group node in it.
Calls that disconnect while in the Self-Service or Information Gathering application are considered
abandoned calls since both Service Control and Queue reporting must be turned on for VRU Queuing
applications. However, you can extract queuing metrics from information-gathering metrics by defining
a separate call Type for each, and then changing the call Type in the routing script.
abandoned calls since both Service Control and Queue reporting must be turned on for VRU Queuing
applications. However, you can extract queuing metrics from information-gathering metrics by defining
a separate call Type for each, and then changing the call Type in the routing script.
Note: If the VRU PG performing Self-Service does not also provide queuing, you can enable Service
Control reporting and disable Queue reporting. If the caller opts to speak to an agent, then the Self-Service
VRU transfers the call to the IP-IVR or ISN that performs queuing and the call does not appear abandoned
from the Self-Service application.
Control reporting and disable Queue reporting. If the caller opts to speak to an agent, then the Self-Service
VRU transfers the call to the IP-IVR or ISN that performs queuing and the call does not appear abandoned
from the Self-Service application.
The following illustration shows how a call moves from the Information Gathering application to the
queuing applications.
queuing applications.
In this example, 20 seconds will be used to calculate ASA and decide the service level instead of 50
seconds (30+20 seconds).
seconds (30+20 seconds).
Figure 8 : Call Type Data for Calls that Abandon after Call Type is Changed
Note that if the call abandons before being requalified to the Call Type that handles queuing, the Call
Abandon Wait time is not reset. Therefore, the Abandon Wait time for the information gathering call
type starts when the call enters the first call type, and ends when the call abandons, as illustrated below:
Abandon Wait time is not reset. Therefore, the Abandon Wait time for the information gathering call
type starts when the call enters the first call type, and ends when the call abandons, as illustrated below:
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Monitoring Operations, Configuration, and Scripting
Understanding VRU Application Reporting