Cisco Cisco IP Contact Center Release 4.6.2 User Guide

You can configure the Service Level setting individually for each call type, or set a global
Service Level for all call types.

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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 configuration 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 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 individually for each call types, or set a global interval for
all call types.

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Call Types cannot span ACDs andCisco Unified Contact Center Enterprise PGs. This means
that if your system uses both Cisco Unified Contact Center Enterprise components and legacy
ACDs, you must create separate call types for the ACDs and the Cisco Unified Contact Center
Enterprise components.

Planning for Agent Reporting

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.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)