Cisco Cisco E-Mail Manager Unity Integration Option Installation Guide

Timing
differences
will exist.

The closest term is CallsOfferedToHalf, which is the
number of calls received by this skill group for the
current half-hour interval.

Number of calls routed
to CSQ, whether or not
the agent picks up the
call.

Calls Presented

Note: For consistent values, in Unified CCE regardless
of whether or not there is an IPCC System PG, use
RouterCallsOfferedToHalf.

Timing
differences
will exist.

The closest concept on Unified ICME is
Skill_Group_Half_Hour.CallsHandledToHalf.
CallsHandledToHalf is the number of inbound ACD

Number of calls handled
by CSQ. Call handled if
caller connected to an

Calls Handled

calls answered and wrap-up completed by agents

agent while queued for
CSQ.

associated with this skill group during the half-hour
interval.

Timing
differences
will exist.

While there is no specific closest concept on Unified
ICME, you can look collectively at the following
concepts:

Number of calls routed
to CSQ but not answered
by an agent because

Calls Abandoned

Skill_Group_Half_Hour.RouterCallsAbandQToHalf
& Skill_Group_Half_Hour.AbandonRingCallsToHalf.

caller hangs up or is
disconnected.

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 Unified ICME 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.

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)