Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Note that if the call abandons before being requalified to the Call Type that handles queuing,
the Call Abandon Wait time is not reset. Therefore, the Abandon Wait time for the information
gathering call type starts when the call enters the first call type and ends when the call abandons,
as illustrated below:

Figure 9: Call Type Data for Calls that Abandon before Call Type is Changed

The following table illustrates how some basic metrics are broken up at the CallType and the
IVR Service.

Not Applicable

Starts when the call enters the
service.

Starts when a call first enters a call
type and ends when it abandons.

Abandon Wait Time

Starts at the first Queue
to Skill Group node in
the routing script.

Starts at the first Queue to Skill
Group node in the routing script.

Starts at the first Queue to Skill
Group node in the routing script.

Average Speed of
Answer (ASA)

Not Applicable

Starts when the call enters the
service.

Starts as soon as the call enters the
call type that has the service level
defined.

Service Level

Measuring VRU Utilization - Not Applicable for System IPCC or ARI Enterprise Deployments

You can monitor the number of calls that are being handled by VRU services using the periph06:
VRU Peripheral Capacity WebView report.

This report provide metrics including:

•

Number of calls offered to the VRU.

•

Average number of calls serviced by the VRU simultaneously.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)