Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

Sample Calls and Report Data

This section describes sample voice calls and the historical report fields for several templates
that are updated for these calls. For each call, the routing script is provided.

IPCC Enterprise Voice Call Reporting Data

This section provides sample call flows in the IPCC Enterprise system and the report data
generated for agent, skill group, and call type reports.

For these call flows, the following settings are configured for IPCC Enterprise:

•

Service Level threshold for services is 90 seconds; abandoned calls impact Service Level
negatively.

•

Service Level threshold for call types is 90 seconds; abandoned calls impact Service Level
negatively.

•

Service Level threshold for skill groups is 90 seconds; abandoned calls impact Service Level
negatively.

•

Ring No Answer time is set to 20 seconds in the Agent Desk Settings.

•

Four call type intervals are set:

–

Upper bound 1 is set to 60 seconds

–

Upper bound 2 is set to 90 seconds

–

Upper bound 3 is set to 120 seconds

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