Cisco Cisco IPCC Web Option User Guide

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Agent State Times: % Active Time. The agent's active time for this call is used in
the calculation.

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Agent State Times: % Reserved Time. The agent's reserved time for this call is
used in the calculation.

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Agent State Times: % Wrap Up Time. The agent's wrap up time for this call is
used in the calculation.

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ASA. This call is used in the Average Speed of Answer calculation.

The Tasks Routed field is incremented for this call.

caltyp05: Analysis of Calls Half Hour
Report

This call affects the following fields

caltyp21: Call Type Half Hour Report

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Service Level. This call is used in the Service Level calculation. Because the
call was answered within the service level threshold, it affects the Service
Level positively.

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ASA. This call is used in the Average Speed of Answer calculation.

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Tasks: Offered. This field is incremented.

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Tasks: Answered. This field is incremented.

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Tasks: Answer Wait Time. This field is incremented.

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Completed Tasks: Total. This field is incremented.

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Completed Tasks: Handled. This field is incremented.

This call affects the following fields

caltyp31: Call Type Abandon/Answer
Distribution by Half Hour Report

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ASA. This call is used in the Average Speed of Answer calculation.

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00:00:00 - 00:01:00: Ans. This field is incremented.

Voice Call with Queuing

The following script is used for this example:

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