Cisco Cisco IP Contact Center Release 4.6.1 User Guide

The following table illustrates how some basic metrics are broken up at the CallType and the IVR Service.

Not Applicable

Starts when the call enters the
service.

Starts when a call first enters a
call type and ends when it
abandons.

Abandon Wait Time

Starts at the first Queue to Skill
Group node in the routing script.

Starts at the first Queue to Skill
Group node in the routing script.

Starts at the first Queue to Skill
Group node in the routing script.

Average Speed of Answer
(ASA)

Not Applicable

Starts when the call enters the
service.

Starts as soon as the call enters
the call type that has the service
level defined.

Service Level

You can monitor the number of calls that are being handled by VRU services using the periph06: VRU
Peripheral Capacity WebView report.

This report provide metrics including:

•

Number of calls offered to the VRU.

•

Average number of calls serviced by the VRU simultaneously.

•

Maximum number of calls in progress simultaneously.

If you are using ISN as the VRU and have deployed ISN in the Comprehensive Model, note that
the number of calls in progress refers to the number of Routing Client ports and the number of
VRU ports in use on this peripheral. See the Cisco Internet Service Node (ISN) Configuration and
Administration Guide for more information about the Comprehensive Model.

•

Amount of time that the VRU peripheral has been sending data.