Cisco Cisco IPCC Web Option Technical References
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5.1. Method of Attributing Calls to Services
The Aura Contact Center PG attributes a call to the service corresponding
to the application associated with the first primary script to which the call
interflows. It will not change the associated application if the call
interflows to another primary script. This is the same as what the NCCM
server does. See “Interflowed’ in Chapter 2, “ACD Configuration,” for
more information.
to the application associated with the first primary script to which the call
interflows. It will not change the associated application if the call
interflows to another primary script. This is the same as what the NCCM
server does. See “Interflowed’ in Chapter 2, “ACD Configuration,” for
more information.
If a call is answered and then transferred toan Aura Contact Center CDN,
the second call is tracked as an independent call to the destination service
by the Aura Contact Center PG.
the second call is tracked as an independent call to the destination service
by the Aura Contact Center PG.
5.2. Method of Attributing Calls to Skill Groups
The Aura Contact Center PG attributes answered calls to Unified ICM
skill group that corresponds to the NCCM server skill set in which the
agent answered the call. Due to limitations in the Avaya Aura Contact
Center interfaces, the PG usually will not know which skill group to
attribute the call to until several seconds after the call is answered.
skill group that corresponds to the NCCM server skill set in which the
agent answered the call. Due to limitations in the Avaya Aura Contact
Center interfaces, the PG usually will not know which skill group to
attribute the call to until several seconds after the call is answered.
5.3. Calculation of Handle Time
The Unified ICM defines handle time for a call as “the time an agent
spends talking on a call and performing related after-call work.”
spends talking on a call and performing related after-call work.”
The Aura Contact Center ACD allows an agent to go into “Not Ready”
state to perform after-call work, but does not directly support the concept
of attributing after-call work time to an individual call. Since an agent can
activate the “Not Ready” key at any time, simply dividing the total “Not
Ready” time for an agent by the number of calls answered will not yield an
accurate average per-call after-call work time.
state to perform after-call work, but does not directly support the concept
of attributing after-call work time to an individual call. Since an agent can
activate the “Not Ready” key at any time, simply dividing the total “Not
Ready” time for an agent by the number of calls answered will not yield an
accurate average per-call after-call work time.
Within the limitations described in the following paragraphs, the Aura
Contact Center PG attributes “Not Ready” time to individual calls if the
agent enters the NCCM server “Not Ready” state directly after handling a
call and before the NCCM server -assigned break time has elapsed. If the
agent enters the “Not Ready” state in this interval the handle time for the
call (and for the service) will include the time spent in the “Not Ready”
state and the time spent in the “Break” state prior to entering the “Not
Ready” state. Note that all time in the “Not Ready” state is also accounted
for in the Unified ICM skill group wrap-up time statistics.
Contact Center PG attributes “Not Ready” time to individual calls if the
agent enters the NCCM server “Not Ready” state directly after handling a
call and before the NCCM server -assigned break time has elapsed. If the
agent enters the “Not Ready” state in this interval the handle time for the
call (and for the service) will include the time spent in the “Not Ready”
state and the time spent in the “Break” state prior to entering the “Not
Ready” state. Note that all time in the “Not Ready” state is also accounted
for in the Unified ICM skill group wrap-up time statistics.
The preceding paragraph is an oversimplification. Due to limitations in the
Avaya Aura Contact Center interfaces, the PG does not know how much
break time (if any) Aura Contact Center has assigned to a given agent, nor
does it know whether an agent has entered the “Break” state until several
seconds after the call hangs up. Therefore, when a call hangs up, the PG
assumes that the associated agent has entered the “Break” state, and waits
for an RTD message that will tell it what the agent’s NCCM server state
Avaya Aura Contact Center interfaces, the PG does not know how much
break time (if any) Aura Contact Center has assigned to a given agent, nor
does it know whether an agent has entered the “Break” state until several
seconds after the call hangs up. Therefore, when a call hangs up, the PG
assumes that the associated agent has entered the “Break” state, and waits
for an RTD message that will tell it what the agent’s NCCM server state