Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 2 CallType Reports
IPCC Call Type Historical Reports
ASA
The Average Speed of Answer (also called "the average answer wait time") for all tasks
of the call type during the interval. This is the average answer wait time from when a
call arrives at the ICM Router to when the call is answered.
of the call type during the interval. This is the average answer wait time from when a
call arrives at the ICM Router to when the call is answered.
Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf/
Call_Type_Half_Hour.CallsAnsweredToHalf
Call_Type_Half_Hour.CallsAnsweredToHalf
Tasks Offered
The number of tasks that were offered to the call type during the interval.
Tasks offered (Call_Type_Half_Hour.CallsOfferedHalf) = RouterCallsAbandQToHalf +
ErrorCountToHalf + ICRDefaultRoutedToHalf + CallsHandledHalf + OverflowOutHalf +
IncompleteCallsHalf + ShortCallsHalf + NetworkAnnouncementToHalf +
ReturnBusyToHalf + ReturnRingToHalf+ NetworkDefaultRoutedToHalf +
ReturnReleaseToHalf + CallsRONAToHalf + CallRoutedNonAgentToHalf
ErrorCountToHalf + ICRDefaultRoutedToHalf + CallsHandledHalf + OverflowOutHalf +
IncompleteCallsHalf + ShortCallsHalf + NetworkAnnouncementToHalf +
ReturnBusyToHalf + ReturnRingToHalf+ NetworkDefaultRoutedToHalf +
ReturnReleaseToHalf + CallsRONAToHalf + CallRoutedNonAgentToHalf
Derived from: Call_Type_Half_Hour.CallsOfferedHalf
Note
Calls offered is incremented when a call gets offered to the router. However, some of
the other fields are not incremented until the call is complete. For example, a call
offered at 8:55 might not be done with an agent until 9:05 so that the offered field
would show up in the 8:30 half-hour data, but one of the other fields, like Calls
Handled, would not show up until the 9:00 half-hour data. This means that the
preceding equation will not be necessarily true on a half-hour basis, but could be true
over a day's time (if no calls extend across midnight).
the other fields are not incremented until the call is complete. For example, a call
offered at 8:55 might not be done with an agent until 9:05 so that the offered field
would show up in the 8:30 half-hour data, but one of the other fields, like Calls
Handled, would not show up until the 9:00 half-hour data. This means that the
preceding equation will not be necessarily true on a half-hour basis, but could be true
over a day's time (if no calls extend across midnight).
Tasks Assigned from Queue
The number of tasks of the call type assigned from the queue to be routed during the
half-hour interval.
half-hour interval.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Note
In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC
Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would normally only look at
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would normally only look at
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
Tasks Answered
The number of calls of the call type that were answered by the agent during the
half-hour interval.
half-hour interval.
Derived from: Call_Type_Half_Hour.CallsAnsweredToHalf
Answer Wait Time
For the half-hour interval, the total in seconds before all tasks of this call type were
answered.
answered.