Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Network Queuing and Reporting

The existence of a network VRU in an ICM or an IPCC Enterprise deployment affects ICM/IPCC
Enterprise Call Type and Skill Group reporting.

How a call is sent to the VRU does not affect reporting; that is, it does not matter if the ICM
script used a Send To VRU node or a Translation Route To VRU node.

Figure 17: Network VRU in a Gateway Deployment

Using the terms ICM-TR to denote an ICM system in which all calls are translation routed when
sent to an ACD and ICM-Not-TR to denote an ICM system in which some or all calls are not
translation routed when sent to an ACD, we explain here the Call Type metrics and Skill Group
metrics.

The Call Type and Skill Group reporting metrics that are affected by the existence of a network
VRU, include queued metrics, at VRU metrics, answered metrics, service level metrics, and
abandoned metrics. Tables that provide more information about these metrics see 

 and 

.

Network VRU and Call Type Metrics

All of the Call Type metrics apply to both IPCC and ICM. In ICM systems, Answer Wait Time,
ASA, and Service Level include both the time spent in the network queue and the time spent
in the ACD queue.

For both IPCC Enterprise and ICM, the measurement of Answer Wait Time for a call begins
when the call is queued, whereas 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.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)