Cisco Cisco IP Contact Center Release 4.6.1 User Guide

WebView provides two call type interval reports that measure answered and abandoned calls
for specific increments:

•

caltyp31: Call Type Abandon/Answer Distribution by Half Hour

•

caltyp32: Call Type Abandon/Answer Distribution.

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.

Configuration and Scripting Recommendations for Service Level Reporting

Configuring and scripting for service level reporting involves configuring the service level type
and threshold for the call type, skill group 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. You can override these settings
for individual call types using the ICM/IPCC configuration tools.

Service level time begins as soon as the call enters a call type. Therefore set up call
types/scripts used specifically to collect queue and agent statistics such that service level
time begins once a call is queued to a skill group. Define service levels only for call types
that point to a script that includes a Queue to Skill Group Node.

•

You can configure the Service Level settings for all skill groups in the Media Routing Domain
using the ICM/IPCC configuration tool. You can override these settings for individual skill
groups using the ICM/IPCC configuration tools.

•

Configure the Service Level settings for all VRU services on a VRU peripheral. This is not
applicable for System IPCC or ARI deployments. You can override these settings for
individual services.

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

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