Cisco Cisco IPCC Web Option User Guide
How Abandoned Short Calls Affect Call Type Reporting
A short call at the call type is a call that abandons within the call type's Abandon Wait Time
threshold. By defining what you believe to be a short call, you can filter out those calls that you
believe did not stay in the system long enough to be counted as a real call. You can define short
calls for call types and services. Note that short calls are configured globally for all call types.
threshold. By defining what you believe to be a short call, you can filter out those calls that you
believe did not stay in the system long enough to be counted as a real call. You can define short
calls for call types and services. Note that short calls are configured globally for all call types.
The short call timer starts as soon as the route request is received for the call. The CallsOffered
field is updated when the route request is received. If the call abandons within the Abandon
Wait Time threshold, the ShortCalls field is updated, but the number of calls abandoned is not
updated. Since the call type is the highest level reporting entity, calls that abandon at the VRU
or at the agent's phone can also be considered short calls at the call type if they abandon within
the call type's Abandon Wait Time threshold.
field is updated when the route request is received. If the call abandons within the Abandon
Wait Time threshold, the ShortCalls field is updated, but the number of calls abandoned is not
updated. Since the call type is the highest level reporting entity, calls that abandon at the VRU
or at the agent's phone can also be considered short calls at the call type if they abandon within
the call type's Abandon Wait Time threshold.
If you do not want to count any abandoned calls as short calls regardless of how quickly they
abandon, you can disable abandoned short calls by leaving the Abandon Wait Time field for
the Call Type blank.
abandon, you can disable abandoned short calls by leaving the Abandon Wait Time field for
the Call Type blank.
For more information about short calls and configuring short calls, see
How Calls that Have a Bad Label Affect Call Type Reporting
A bad label refers to an incorrectly confugured label or missing label. It is always good practice
to define a default label, so that calls that do encounter an incorrectly configured label can at
least go to the default label and get handled as well as get accounted for in the call type report.
to define a default label, so that calls that do encounter an incorrectly configured label can at
least go to the default label and get handled as well as get accounted for in the call type report.
Labels might be configured incorrectly in the following ways:
•
The label specified in the script node might not exist on the routing client: In this case, label
specified in the script node might not exist on the routing client.
specified in the script node might not exist on the routing client.
•
The label points to the wrong agent: In this case, the pre-call message is sent to one agent,
but the actual call is sent to a different agent. This call is reported as an incomplete call.
but the actual call is sent to a different agent. This call is reported as an incomplete call.
If the node does not define a label, the call encounters error conditions and is reported as an
error.
error.
How Calls that Experience Redirection on No Answer with IP IVR Affect Call Type Reporting
Redirection on No Answer calls are calls that redirect off the agent’s phone because the ring
time exceeds the Ring No Answer timer defined in the agent desktop settings. For Redirection
on No Answer situations, you configure a separate call type and routing script to be used if
agents do not answer ringing calls within the ring no answer time. In the Redirection on No
Answer script, you queue the call at a higher priority so that the call does not fall to the bottom
of the queue.
time exceeds the Ring No Answer timer defined in the agent desktop settings. For Redirection
on No Answer situations, you configure a separate call type and routing script to be used if
agents do not answer ringing calls within the ring no answer time. In the Redirection on No
Answer script, you queue the call at a higher priority so that the call does not fall to the bottom
of the queue.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 4: Measuring Customer Experience
Call Type Reporting