Cisco Cisco IP Contact Center Release 4.6.1 User Guide

The ASA is calculated for the call type at the ICM Central Controller. ASA is AnswerWaitTime divided
by CallsAnswered. The ICM Central Controller can determine the complete AnswerWaitTime only when
it receives the answer event from the CallManager PG. When the answer event is received, the ICM 
Central Controller adds the AnswerWaitTIme it calculates  into the AnswerWaitTimetoHalf in the 
 CallType Half Hour table. The Answer wait time starts at the first Queue to Skill Group node that was
executed for the call and ends when the call was answered.

You can find ASA information for the call type in real-time and historical Call Type WebView reports.

The ASA is calculated for the skill group at the PG level. ICM sends the queue time to the PG when the
agent becomes available for the call. This queue time is the total queuing time of the call, beginning when
the first queue to skill group node is executed in the routing script for the call. This time is sent to the PG
by ICM when the agent becomes available for the call.

Consider this example:

•

A call is queued at Skill Group X

•

at Time T the call is then queued at Skill Group Y at time T+30 seconds

•

an additional 10 seconds transpire before the call is answered by an agent at Skill Group Y

In this case, the internal queuing time will be 40 seconds. This is the total length that the call has been
queued even though it was only queued at Skill Group Y for 10 seconds.

The agent’s PG adds the internal queue time, ring time, network time to create the total answer wait time
for the call and adds it to AnswerWaitTimetoHalf in the skill group table. AnswerWaitTime is then
divided by CallsAnswered within the skill group table to arrive at the ASA for the skill group.

You can find ASA information for the skill group in real-time and historical Skill Group WebView
reports.

The ASA is calculated for the agent at the PG level. The internal queuing time is sent to the PG by ICM
when an agent becomes available for there call. The agent’s PG adds up the internal queue time, ring
time and network time and adds it into AnswerWaitTimetoHalf in the agent skill group table.
AnswerWaitTime is then divided by the CallsAnswered for the agent.

You can find ASA information for the agent in real-time and historical Agent WebView reports.

Service Levels help you to set and measure goals for answering calls. Service Levels are configurable;
that is you can define them in different ways, depending on the kind of information you want them to
provide.