Cisco Cisco IP Contact Center Release 4.6.1 User Guide

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Configure the Ring no answer time in the Agent Desk Settings in ICM Configuration Manager.
This timer will be used to make an agent Not Ready if the agent does not answer a ringing call
within the Ring no answer time.

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Configure the ISN Ring No Answer timeout in the ISN Voice Browser Administration application.
This timer will be used to requery the call if the call is not answered within the Ring No Answer
time. This number should be approximately 2 seconds higher than the Ring no answer time
configured in Agent Desk Settings and should be less than 30 seconds. This ensure that the agent
is made Not Ready so that the same agent does not receive the call.

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Within the routing script, check the Target Requery option on the Set, Queue, or Select node, as
appropriate for the script and create a path for calls that requeried with the script. Queue calls that
are requeried at a higher priority.

 for additional

considerations for configuring and scripting for Reroute on Ring No Answer situations.

Use an ICM routing scripting script, not a VRU script, to route calls to non-monitored devices. If you
use the VRU script, calls are reported as abandoned at the call type.

 for

considerations for configuring short calls for IPCC Enterprise.

Average Speed of Answer (ASA) is the total wait time of a call divided by the number of answered calls.

ASA is set at these levels:

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Call type

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Skill group

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Agent

For measuring overall customer experience, the ASA for the call type provides the most insight into
overall call treatment. At the skill group and agent level, the ASA metric is more useful for monitoring
agent and skill group performance than for obtaining insight into how callers are experiencing the system.