Cisco Cisco IPCC Web Option User Guide
Use agent skill group reports to monitor agent talk time for Outbound Dialer calls.
Configuration and Scripting Recommendations for Reporting on Outbound Dialing Campaigns
When configuring Outbound Option, create a separate call type for Outbound Option calls.
Outbound Option uses a routing script in addition to a physical call to reserve agents, and
therefore WebView Call Type real-time and half hour reports contain data for the call type
associated with the routing script.
therefore WebView Call Type real-time and half hour reports contain data for the call type
associated with the routing script.
See Also
Outbound Option User Guide for Cisco ICM/IPCC/IPCC Enterprise & IPCC Hosted Editions
Reporting on Short Calls
A short call is a call that is either abandoned or answered and terminated very quickly. By
defining what you believe to be a short call, then you can filter out those calls that you believe
did not stay in the system long enough to be counted as a real call. Short calls can be configured
for call types, peripherals, and services. Note that for call types, you configure only abandoned
short calls; answered short calls are not reported for call types. Short calls are configured globally
for call types.
defining what you believe to be a short call, then you can filter out those calls that you believe
did not stay in the system long enough to be counted as a real call. Short calls can be configured
for call types, peripherals, and services. Note that for call types, you configure only abandoned
short calls; answered short calls are not reported for call types. Short calls are configured globally
for call types.
Short calls apply only to voice calls. You do not define short calls for non-voice tasks, such as
single-session chat tasks.
single-session chat tasks.
You can configure two types of short calls:
•
Abandoned short calls
•
Answered short calls (for the peripheral only). You cannot configure these for System IPCC
deployments.
deployments.
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.
abandon, you can disable abandoned short calls by leaving the Abandon Wait Time field blank
for the Call Type.
Abandoned Short Calls
A call is considered abandoned if it abandons after the value set for the Abandon Call Wait time
threshold. This is set globally. If the call abandons before the Abandon Call Wait Time threshold,
the call is reported as a short call. Abandoned short calls affect reporting because they update
the CallsOffered field, but not the CallsAbandon field. Reports contain a Short Calls column
to enable you to track calls that are offered but are neither handled nor abandoned.
threshold. This is set globally. If the call abandons before the Abandon Call Wait Time threshold,
the call is reported as a short call. Abandoned short calls affect reporting because they update
the CallsOffered field, but not the CallsAbandon field. Reports contain a Short Calls column
to enable you to track calls that are offered but are neither handled nor abandoned.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 5: Monitoring Operations, Configuration, and Scripting
Configuration and Scripting Recommendations for Reporting on Outbound Dialing Campaigns