Cisco Cisco ICM Web Tools Installation Guide
With regard to ICM-Not-TR systems, the Call Type queueing and at-VRU metrics are the same
as for IPCC Enterprise and ICM-TR. The Call Type abandoned metrics allow you to determine
the number of calls that were abandoned while queued in the Router, but they do not allow you
to determine the number of calls that were abandoned while in self service, nor the number of
calls that were abandoned after they leave the VRU and before an agent answers them. The Call
Type answered metrics are always zero. The Call Type Service Level metrics are meaningless
and can be ignored.
as for IPCC Enterprise and ICM-TR. The Call Type abandoned metrics allow you to determine
the number of calls that were abandoned while queued in the Router, but they do not allow you
to determine the number of calls that were abandoned while in self service, nor the number of
calls that were abandoned after they leave the VRU and before an agent answers them. The Call
Type answered metrics are always zero. The Call Type Service Level metrics are meaningless
and can be ignored.
The following table shows the fields in the Call_Type_Real_Time table that affect reporting
metrics by metric category:
metrics by metric category:
Call_Type_Real_Time Table and Reporting Metrics
Abandoned Metrics
Service Level Metrics
At VRU Metrics/
Answered Metrics
Answered Metrics
Queued Metrics
CallDelayAbandTimeHalf
ServiceLevelAbandHalf
At VRU:
AvgRouterDelayQHalf
CallDelayAbandTimeTo5
ServiceLevelAbandTo5
CallsAtVRUNow
AvgRouterDelayQNow
CallDelayAbandTimeToday
ServiceLevelAbandToday
Answered:
AvgRouterDelayQTo5
CTDelayAbandTimeHalf
ServiceLevelCallsHalf
AnsweredWaitTimeHalf
AvgRouterDelayQToday
CTDelayAbandTimeTo5
ServiceLevelCallsTo5
AnswerWaitTimeTo5
CallsLeftQTo5
CTDelayAbandTimeToday
ServiceLevelCallsToday
AnswerWaitTimeToday
CallsAtVRUNow
DelayAgentAbandTimeHalf
ServiceLevelCallsOfferedHalf
CallsAnsweredHalf
RouterCallsQNow
DelayAgentAbandTimeTo55
ServiceLevelCallsOfferedTo5
CallsAnsweredTo5
RouterCallsQNowTime
DelayAgentAbandTimeToday
ServiceLevelCallsOfferedToday
CallsAnsweredToday
RouterLongestCallQ
DelayQAbandTimeHalf
ServiceLevelHalf
CallsAtAgentNow
RouterQueueCallsHalf
DelayQAbandTimeTo5
ServiceLevelTo5
RouterQueueCallsTo5
DelayQAbandTimeToday
ServiceLevelToday
RouterQueueCallsToday
RouterCallsAbandQHalf
RouterQueueWaitTimeHalf
RouterCallsAbandQTo5
RouterQueueWaitTimeTo5
RouterCallsAbandQToday
RouterQueueWaitTimeToday
RouterCallsAbandToAgentHalf
ServiceLevelCallsQHeld
RouterCallsAbandToAgentTo5
RouterCallsAbandToAgentToday
TotalCallsAbandHalf
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)
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Understanding Reporting in an IPCC Gateway Deployment
Understanding ICM Reporting