Cisco Cisco IPCC Web Option User Guide

Configure answered short calls using the PG Explorer tool in the ICM Configuration Manager. Set the
Answer Short Call Threshold to a value less than your service level threshold but greater than zero.

Because agents can work on multiple medias and in multiple skill groups, they typically do not spend all
of their time handling tasks for a single skill group. Determining staffing needs based on agents whose
time is divided between skill groups and media can be difficult. WebView provides two types of statistics
that give you a better view of how agents are being utilized and how many full-time agents would be
required to handle the amount of work performed during an interval for a particular skill group.

These statistics are:

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% Utilization (percent utilization)

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FTE (full-time equivalent)

You can use these statistics when determining staffing requirements for the contact center and individual
skill groups.

Percent utilization (% Utilization in reports) is computed in WebView by dividing the total time agents
spend handling calls in a skill group by the total time agents were ready to handle tasks. To calculate the
time that an agent was ready, WebView subtracts the Not Ready time from the total time that agents were
logged on. Percent utilization shows you how well agents are being utilized within a skill group. For
example, if the agent spent 20 minutes of the log on duration handling calls and was available to handle
calls for 40 minutes, the percent utilization is 50%.

The full-time equivalent (FTE in reports) is the number of full-time agents that would be required to
perform the work done during that interval for a skill group. To calculate the FTE, WebView divides the
total time that work was performed by the total time in the interval. For example, if agents spent a total
of 3 hours (180 minutes) handling tasks during a half-hour interval (30 minutes), the FTE for task handling
during the interval is 180 minutes/30 minutes, which equals 6 full-time persons. This means that if all
agents handled tasks full-time, the work could have been done by 6 agents.

You can use a VRU in IPCC Enterprise for a number of different purposes, including queuing, customer
self-service, and information gathering.

You can identify the VRU service by the Peripheral Number field in the Service database tables as follows:

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If you are using IP-IVR as the VRU, the Peripheral Number of the service matches the ICM post
routing ID set in the CRA Application Administration for IP-IVR.