Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Sample IPCC Enterprise Calls and Report
Data
Data
This section describes sample voice calls and the historical report fields for several templates that are
updated for these calls. For each call, the routing script is provided.
updated for these calls. For each call, the routing script is provided.
This section contains the following:
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IPCC Enterprise Voice Call Reporting Data
This section provides sample call flows in the IPCC Enterprise system and the report data generated for
agent, skill group, and call type reports.
agent, skill group, and call type reports.
For these call flows, the following settings are configured for IPCC Enterprise:
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Service Level threshold for services is 90 seconds; abandoned calls impact Service Level negatively.
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Service Level threshold for call types is 90 seconds; abandoned calls impact Service Level negatively.
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Ring No Answer time is set to 20 seconds in the Agent Desk Settings in ICM Configuration Manager.
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Four call type intervals are set:
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Upper bound 1 is set to 60 seconds
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Upper bound 2 is set to 90 seconds
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Upper bound 3 is set to 120 seconds
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Upper bound 4 is set to 150 seconds
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The predefined Not Ready reason codes have been entered in the Reason Code List Tool and
associated with text. The text for Not Reason Code 32767 is "Ring No Answer".
associated with text. The text for Not Reason Code 32767 is "Ring No Answer".
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Sample IPCC Enterprise Calls and Report Data
IPCC Enterprise Voice Call Reporting Data