Cisco Cisco IP Contact Center Release 4.6.2 User Guide
In this case, the internal queuing time will be 40 seconds. This is the total length that the call
has been queued even though it was only queued at Skill Group Y for 10 seconds.
has been queued even though it was only queued at Skill Group Y for 10 seconds.
The agent’s PG adds the internal queue time, ring time, network time to create the total answer
wait time for the call and adds it to AnswerWaitTimetoHalf in the skill group table.
AnswerWaitTime is then divided by CallsAnswered within the skill group table to arrive at the
ASA for the skill group.
wait time for the call and adds it to AnswerWaitTimetoHalf in the skill group table.
AnswerWaitTime is then divided by CallsAnswered within the skill group table to arrive at the
ASA for the skill group.
You can find ASA information for the skill group in real-time and historical Skill Group
WebView reports.
WebView reports.
ASA for the Agent
The ASA is calculated for the agent at the PG level. The internal queuing time is sent to the PG
by ICM/IPCC when an agent becomes available for there call. The agent’s PG adds up the
internal queue time, ring time and network time and adds it into AnswerWaitTimetoHalf in the
agent skill group table. AnswerWaitTime is then divided by the CallsAnswered for the agent.
by ICM/IPCC when an agent becomes available for there call. The agent’s PG adds up the
internal queue time, ring time and network time and adds it into AnswerWaitTimetoHalf in the
agent skill group table. AnswerWaitTime is then divided by the CallsAnswered for the agent.
You can find ASA information for the agent in real-time and historical Agent WebView reports.
Service Level Reporting
Service Levels help you to set and measure goals for answering calls. Service Levels are
configurable; that is you can define them in different ways, depending on the kind of information
you want them to provide.
configurable; that is you can define them in different ways, depending on the kind of information
you want them to provide.
How Service Levels are Calculated
Two important configuration parameters contribute to the calculation of Service Level:
•
Service Level type
•
Service Level threshold
Service Level type determines how calls that abandon before Service Level threshold impact
the Service Level. Some contact centers want abandoned calls to positively impact the Service
Level. These contact centers consider a call abandoned within the Service Level threshold time
a treated call (abandoned calls positively impact the Service Level). Other contact centers
consider only those calls answered within the Service Level threshold time treated calls. These
contact centers might want the Service Level to be detrimentally affected by calls that abandon
within the Service Level time (abandoned calls negatively impact the Service Level. Others
might choose to exclude the abandoned calls from the Service Level calculation (Abandoned
Calls Ignored).
the Service Level. Some contact centers want abandoned calls to positively impact the Service
Level. These contact centers consider a call abandoned within the Service Level threshold time
a treated call (abandoned calls positively impact the Service Level). Other contact centers
consider only those calls answered within the Service Level threshold time treated calls. These
contact centers might want the Service Level to be detrimentally affected by calls that abandon
within the Service Level time (abandoned calls negatively impact the Service Level. Others
might choose to exclude the abandoned calls from the Service Level calculation (Abandoned
Calls Ignored).
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 4: Measuring Customer Experience
Service Level Reporting