Cisco Cisco Administrative Workstation User Guide

Call Type reports can be used for the following purposes:

•

Cradle-to-grave reporting for call handling statistics when calls are translation routed

•

Reporting on calls grouped for the purposes of global call treatment

•

Reporting on Enterprise Queuing statistics

•

Providing enterprise wide routing statistics for your Call Center, such as the number of calls
routed to different peripherals and the number of calls that encountered routing errors

•

Reporting on statistics for a self-service VRU application, if a Network VRU is deployed

•

Reporting on certain activities such as calls that are transferred, provided Call Types are
configured for those activities

See also

•

•

Reporting on Average Speed of Answer for Call Types and Services

Average Speed of Answer (ASA) is the total wait time of a call before being answered divided
by the number of answered calls.

ASA is set at these levels:

•

Service

•

Call Type

•

Skill group

•

Agent

For measuring overall customer experience, the ASA for the Call Type provides the most insight
into overall call treatment.

You can also report on the 

.

ASA for the Call Type and Service

The Call Type ASA is calculated as AnswerWaitTime divided by CallsAnswered.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)