Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 3 CallType Reports
IPCC Call Type Historical Reports
Service Level
The ICM/IPCC Enterprise service level for the call type in the half hour interval. For
more on service levels, see About_Service_Levels .
more on service levels, see About_Service_Levels .
NOTE: With the existence of a network VRU, for IPCC and for ICM systems in which
calls are translation-routed, the measurement of Service Level begins when the call
arrives at the routing script, or when its call type is changed. This means that if
self-service is performed on a call before the call is queued to an agent, the routing
script must be set up to change the call type of the call when self-service is completed.
Otherwise, the time spent in self-service will negatively impact the Service Level.
calls are translation-routed, the measurement of Service Level begins when the call
arrives at the routing script, or when its call type is changed. This means that if
self-service is performed on a call before the call is queued to an agent, the routing
script must be set up to change the call type of the call when self-service is completed.
Otherwise, the time spent in self-service will negatively impact the Service Level.
Derived from: Call_Type_Half_Hour.ServiceLevelHalf
Aban Within Service Level
The number of tasks of the call type abandoned within the service level threshold in the
half hour interval.
half hour interval.
NOTE: With the existence of a network VRU, for IPCC and for ICM systems in which
calls are translation-routed, the measurement of Service Level begins when the call
arrives at the routing script, or when its call type is changed. This means that if
self-service is performed on a call before the call is queued to an agent, the routing
script must be set up to change the call type of the call when self-service is completed.
Otherwise, the time spent in self-service will negatively impact the Service Level.
calls are translation-routed, the measurement of Service Level begins when the call
arrives at the routing script, or when its call type is changed. This means that if
self-service is performed on a call before the call is queued to an agent, the routing
script must be set up to change the call type of the call when self-service is completed.
Otherwise, the time spent in self-service will negatively impact the Service Level.
Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf
ASA
The Average Speed of Answer (also called "the average answer wait time") for all tasks
of the call type in the half hour 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 in the half hour 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.CallsHandledToHalf
Call_Type_Half_Hour.CallsHandledToHalf
Tasks Offered
The number of tasks that were offered to the call type in the half hour 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
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).
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).
Derived from: Call_Type_Half_Hour.CallsOfferedHalf