Cisco Cisco IP Contact Center Release 4.6.1 User Guide

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Decide whether you want to configure abandoned short calls to filter out calls that abandon very
quickly.

If you want to use abandoned short calls, you configure the call type Abandon Wait Time in the
ICM Configuration Manager System Information tool. Calls that abandon within the Abandon Wait
Time are reported as short calls.

If you do not want to use abandoned short calls, leave the Abandon Wait Time field blank.

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Decide whether you want to define time intervals for reporting on answered and abandoned calls
for the call type.

These intervals appear in call type reports which display the number of calls answered and abandoned
for each interval. These reports are useful for monitoring when calls are abandoning or being
answered. You might want to configure the intervals in relation to the Service Level for the call
type to see how close to the Service Level calls are being answered and abandoned. Service Level
tells you what percentage of calls are being answered within a certain time, but does not tell you
the how closely to the Service Level calls are being answered or abandoned. Call type intervals
provide additional insight into how long callers are waiting before their calls are answered or before
they abandon.

For example, if your Service Level is two minutes, you might want to set up intervals for 30 seconds,
one minute, 80 seconds, 120 seconds, 180 seconds, 210 seconds, and 240 seconds. Using these
intervals, you can see whether calls are being answered in the thirty seconds after the Service Level
Threshold of 180 seconds or if most are waiting a full minute longer to be answered.

The intervals also give you insight into how long callers are willing to wait before abandoning.
Perhaps many callers do not abandon until two minutes past the Service Level. This might indicate
that your Service Level goal can be modified.

You can configure the intervals for all call types using the ICM Configuration Manager System
Information tool. You can override these settings for individual call types using the ICM
Configuration Manager Call Type configuration tool.

Follow these guidelines to ensure that you are able to obtain accurate and useful data for agents:

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Decide whether you want to view agent data in reports.

If you do want to view agent data, you must ensure that the agent reporting option is enabled for
the Cisco CallManager peripheral (it is enabled by default). You also must identify the Admin
Workstation distributor in the Agent Distribution list for the CallManager peripheral so that agent
data is sent to the correct Admin Workstation.

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Decide whether you want to report on agent state in real-time reports and the agent state trace
report. If you do want to see this information, you must enable the agent state trace option in the
Agent Explorer for each agent whose state information you want to view.

Enabling agent state trace for many agents might impact system performance as the option causes
more records to be written to the database. If you notice a performance problem, you might want
to disable agent state trace, or only enable agent state trace for those agents on whom you are
reporting. You should also consider this when sizing the databases.