Cisco Cisco IPCC Web Option User Guide

Not Applicable

Starts when the call enters the
service.

Starts as soon as the call enters the
call type that has the service level
defined.

Service Level

Measuring VRU Utilization - Not Applicable for System IPCC Enterprise Deployments

You can monitor the number of calls that are being handled by VRU services using the periph06:
VRU Peripheral Capacity WebView report.

This report provide metrics including:

•

Number of calls offered to the VRU.

•

Average number of calls serviced by the VRU simultaneously.

•

Maximum number of calls in progress simultaneously.

If you are using CVP as the VRU and have deployed CVP in the Comprehensive Model,
note that the number of calls in progress refers to the number of Routing Client ports and the
number of VRU ports in use on this peripheral. See the Cisco Internet Service Node (CVP)
Configuration and Administration Guide for more information about the Comprehensive
Model.

•

Amount of time that the VRU peripheral has been sending data.

•

Amount of time that the VRU peripheral has been active as a routing client.

You can use the data in this report to determine if the VRU is capable of handling the amount
of calls it is receiving or if the VRU is not being utilized effectively by your routing scripts.

Determining Self-Service Application and Information Gathering Application Effectiveness

You can monitor the effectiveness of Self-Service and Information Gathering applications to
determine whether the application needs to be modified to better meet customer needs and
decrease the amount of agent intervention.

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