Cisco Cisco IPCC Web Option User Guide
how many full-time agents would be required to handle the amount of work performed during
an interval for a particular skill group.
an interval for a particular skill group.
These statistics are:
•
% Utilization (percent utilization)
•
FTE (full-time equivalent)
You can use these statistics when determining staffing requirements for the contact center and
individual skill groups.
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,
based on an 8 hour shift. 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%.
agents spend handling calls in a skill group by the total time agents were ready to handle tasks,
based on an 8 hour shift. 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.
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.
Reports also provide FTE values based on an 8 hour shift calculation. It is assumed that agents
work an 8 hour shift for the day. To calculate the FTE, Webview divides the total time that work
was performed by 8 hours. For example, if agents spent a total of 48 hours (2880 minutes)
handling tasks during an 8 hour work shift (480 minutes), the FTE for task handling during the
interval is 2880 minutes/480 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.
work an 8 hour shift for the day. To calculate the FTE, Webview divides the total time that work
was performed by 8 hours. For example, if agents spent a total of 48 hours (2880 minutes)
handling tasks during an 8 hour work shift (480 minutes), the FTE for task handling during the
interval is 2880 minutes/480 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.
Note: If you select a report interval that is less than 8 hours, the value will be lower than expected.
Understanding VRU Application Reporting
You can use a VRU in IPCC Enterprise for a number of different purposes, including queuing,
customer self-service, and information gathering.
customer self-service, and information gathering.
You can identify the VRU service by the Peripheral Number field in the Service database tables
as follows. VRU services are not applicable for System IPCC or ARI deployments. For System
IPCC and ARI, use skill group reports to view queuing metrics.
as follows. VRU services are not applicable for System IPCC or ARI deployments. For System
IPCC and ARI, use skill group reports to view queuing metrics.
•
If you are using IP-IVR as the VRU, the Peripheral Number of the service matches the
ICM/IPCC post routing ID set in the CRA Application Administration for IP-IVR.
ICM/IPCC post routing ID set in the CRA Application Administration for IP-IVR.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 5: Monitoring Operations, Configuration, and Scripting
Understanding VRU Application Reporting