Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Note: 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 blank for the Call Type.

•

You can configure abandoned short calls for the peripheral. These are tracked for the services
that are configured for that peripheral. This does not apply to System IPCC deployments, as
that deployment does not use services. Set the Abandon Call Wait Time to the number of
seconds that you want. If you want abandoned calls to adversely affect the Service Level,
define the Service Level threshold at the service to be less than the Abandon Call Wait time.

Note: 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 blank.

•

You can configure answered short calls for agents and skill groups. This is not applicable
for System IPCC deployments. Set the Answered Short Call Threshold to the number of
seconds that you want when configuring the peripheral using the configuration tool. All calls
that have talk times less than the configured threshold will be considered as short calls. These
calls are incremented in the ShortCalls field in the Agent_Skill_Group_Half_Hour and
Skill_Group_Half_Hour database tables. If you do not want answered short calls to impact
Service Level, set the value to be less than the Service Level threshold.

Answered short calls are not available for the call type.

Note: If you do not want to count any answered calls as short calls regardless of how quickly
they terminate, you can disable answered short calls by leaving the Answered Short Call
Threshold field blank.

Planning the Historical Data Server for Reporting

If you plan to use WebView as your reporting tool, you must configure an ICM/IPCC Distributor
Admin Workstation as a Historical Data Server (HDS). The HDS stores historical reporting
data and WebView connects to the HDS to retrieve report information.

If you are using the System IPCC deployment, the HDS is installed for you in each deployment
other than the All-In-One deployment. The All-In-One deployment is for lab use only; in this
deployment reporting data is stored on the Central Database and WebView connects to this
database to retrieve report information.

Follow these guidelines to ensure that your Historical Data Server is configured to meet your
reporting needs:

•

Determine the size of the HDS. This section does not apply to System IPCC.

The size of the database depends on the size of your configuration and the amount of time
for which you want to retain data. Configuration that impacts the size of the HDS includes
the number of call types, skill groups, agents, skills per agent, routing clients, trunk groups,
services, peripherals, scripts, calls routed daily, and calls terminated daily. The larger the

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)