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

Consider this example:

•

Upper bound 1 is set to 20 seconds

•

Upper bound 2 is set to 40 seconds

•

Upper bound 3 is set to 60 seconds

•

Upper bounds 4-9 are not set

In your reports, you see intervals of data for answered and abandoned calls from 0-20 seconds,
20-40 seconds, 40-60 seconds, and greater than 60 seconds. If you run a cumulative report, you
see data for less than 20 seconds, less than 40 seconds, less than 60 seconds, and the total number
of calls.

WebView provides two call type interval reports that measure answered and abandoned calls
for specific increments:

•

caltyp31: Call Type Abandon/Answer Distribution by Half Hour

•

caltyp32: Call Type Abandon/Answer Distribution.

These reports show calls that abandoned and were answered within the increments that you set:
for example, 0-20 seconds, 20-40 seconds, etc.

WebView also provides two call type interval reports that provide cumulative data based on
the intervals you configured:

•

caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour

•

caltyp34: Call Type Abandon/Answer Cumulative Distribution

These reports show cumulative data for calls that abandoned and were answered for the
increments that you set: for example, less than 20 seconds (<00:20), less than 40 seconds
(<00:40), less than 60 seconds (<00:60), etc.

Configuration and Scripting Recommendations for Service Level Reporting

Configuring and scripting for service level reporting involves configuring the service level type
and threshold for the call type, skill group and enterprise and creating routing scripts that gather
the correct statistics.

Follow these guidelines when configuring service level:

•

You can configure the Service Level settings for all call types. You can override these settings
for individual call types using the ICM/IPCC configuration tools.

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