Cisco Cisco IPCC Web Option User Guide

These reports show calls that abandoned and were answered within the increments that you set: for
example, 0-20 seconds, 20-40 seconds, etc.

WebView also provides two call type interval reports that provide cumulative data based on the intervals
you configured:

•

caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour

•

caltyp34: Call Type Abandon/Answer Cumulative Distribution

These reports show cumulative data for calls that abandoned and were answered for the increments that
you set: for example, less than 20 seconds (<00:20), less than 40 seconds (<00:40), less than 60 seconds
(<00:60), etc.

Configuring and scripting for service level reporting involves configuring the service level type and
threshold for the call type and enterprise and creating routing scripts that gather the correct statistics.

Follow these guidelines when configuring service level:

•

You can configure the Service Level settings for all call types using the ICM System Information
tool. You can override these settings for individual call types using the Call Type List tool.

Service level time should begin once a call is queued to a skill group. Therefore, you should define
service levels only for call types that point to a script that includes a Queue to Skill Group Node.

•

Configure the Service Level settings for all VRU services on a VRU peripheral and all agent services
on the CallManager peripheral using the ICM Configuration Manager PG Explorer tool. You can
override these settings for individual services using the ICM Configuration Manager Service
configuration tool.

Note that the service level defined at the service (VRU or agent) takes precedence over the service
level defined at the peripheral (VRU or agent).

Follow these guidelines when scripting for service level:

•

Set up a one call type to collect statistics prior to the queue (that is, the initial call type designated
for the script via call type mapping.

•

Set up other call types used specifically to collect queue and agent statistics.

•

In your routing scripts, include the Requalify or Call Type nodes to submit the call to the call type
used to collect queuing information.

•

If you want to use call type interval reporting, configure Bucket Intervals using the ICM
Configuration Manager. You can create more than one group of intervals. You can assign these
intervals at either the call type level using the Call Type configuration tool or the system level using
the System Information tool.