Cisco Cisco Administrative Workstation Installation Guide

Timing
differences
will exist.

While there is no specific closest concept on the ICM,
you can look collectively at the following concepts:
Skill_Group_Half_Hour.RouterCallsAbandQToHalf
& Skill_Group_Half_Hour.AbandonRingCallsToHalf.

Number of calls routed
to CSQ but not answered
by an agent because
caller hangs up or is
disconnected.

Calls Abandoned

Note: Calls are counted as Abandon Calls for each
Skill Group that the call was offered to since each
Skill Group had the opportunity to answer the call.

Note: This value is
counted for each of the
CSQs the call was
queued for.

Timing
differences
will exist.

The closest concept on the ICM is
Skill_Group_Half_Hour.HandleCallsTimeToHalf
divided by

Average handle time for
all calls that the contact
service queue processed.

Average Handle Time

Skill_Group_Half_Hour.CallsHandledToHalf, which
is the average handle time in seconds for inbound calls

Handle time is talk time
+ hold time + work time.

associated with the skill group that were handled
during the half-hour interval.

This value is calculated as follows:
HandledCallsTimeToHalf / CallsHandledToHalf.

The AvgHandledCallsTime value is counted when
any after-call work time associated with the call is
completed, and the database is updated every half
hour.

Timing
differences
will exist.

The closest concept on the ICM is
Skill_Group_Half_Hour.AnswerWaitTimetoHalf
divided by
Skill_Group_Half_Hour.CallsAnsweredToHalf.

For each contact service
queue, the average speed
of answer for calls
handled. Calculated as

Average Speed to
Answer

follows: (total queue

There is not a database field, it is derived: The average
speed of answer measured in HH:MM:SS (hours,

time + total ring time) /
calls handled.

minutes, seconds) for the skill group as the total time
callers spent ringing at the agent’s voice device
(handled or internal calls) in relation to the number
of tasks begun.

Derived from:
Skill_Group_Half_Hour.AnswerWaitTimetoHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf

Differences between ICM Enterprise Parent and IPCC Express Child Reporting

Due to a variety of reasons, data collected and presented on WebView Reports to measure
customer experience and manage agent performance at the ICM Enterprise parent is expected
to be different from data collected and presented at the IPCC Enterprise child WebView reports.

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)