Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
Network Queuing and Reporting
The existence of a network VRU in a Unified ICME or a Unified CCE deployment affects
Unified ICME/Unified CCE Call Type and Skill Group reporting.
Unified ICME/Unified CCE 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.
script used a Send To VRU node or a Translation Route To VRU node.
Figure 19: Network VRU in a Gateway Deployment
Using the terms ICM-TR to denote a Unified ICME system in which all calls are translation
routed when sent to an ACD and ICM-Not-TR to denote a Unified ICME 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.
routed when sent to an ACD and ICM-Not-TR to denote a Unified ICME 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
VRU, include queued metrics, at VRU metrics, answered metrics, service level metrics, and
abandoned metrics. Tables that provide more information about these metrics see
.
Network VRU and Call Type Metrics
All of the Call Type metrics apply to both Unified CCE and Unified ICME. In Unified ICME
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.
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 Unified CCE and Unified ICME, 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.
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.
With regard to ICM-Not-TR systems, the Call Type queueing and at-VRU metrics are the same
as for Unified CCE 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
as for Unified CCE 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
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment
Understanding Unified ICME Reporting