Cisco Cisco Administrative Workstation User Guide
How Abandoned Short Calls Affect Reporting
A short call is a call that abandons within the Abandon Wait Time threshold, as set in
Configuration Manager. By defining what you believe to be a short call, you can filter out those
calls that you believe did not stay in the system long enough to be counted as a real call. You
can define short calls for Call Types and services. Note that short calls are configured globally
for all Call Types and for services at each peripheral.
Configuration Manager. By defining what you believe to be a short call, you can filter out those
calls that you believe did not stay in the system long enough to be counted as a real call. You
can define short calls for Call Types and services. Note that short calls are configured globally
for all Call Types and for services at each peripheral.
The short call timer starts as soon as the route request is received for the call. The CallsOffered
field is updated when the route request is received. If the call abandons within the Abandon
Wait Time threshold, the ShortCalls field is updated, but the number of calls abandoned is not
updated.
field is updated when the route request is received. If the call abandons within the Abandon
Wait Time threshold, the ShortCalls field is updated, but the number of calls abandoned is not
updated.
Note: Since the Call Type is the highest level reporting entity, calls that abandon at the Network
VRU or at the agent's phone can also be considered short calls at the Call Type if they abandon
within the Call Type's Abandon Wait Time threshold.
VRU or at the agent's phone can also be considered short calls at the Call Type if they abandon
within the Call Type's Abandon Wait Time threshold.
If you do not want to count any abandoned calls as short calls regardless of how quickly they
abandon, you can disable abandoned short calls by leaving the Abandon Wait Time field blank.
abandon, you can disable abandoned short calls by leaving the Abandon Wait Time field blank.
See also
Reports that show Abandoned Calls
These are some reports that contain Abandon statistics for Call Types and Services:
•
entsvc03: Effect of Abandoned Tasks on Enterprise Service Levels Report
•
persvc07: Peripheral Service Tasks, Averages and Service Levels Real Time Report
•
persvc04: Peripheral Service Tasks Trend Analysis Real Time Report
•
caltyp05: Analysis of Calls Half Hour Report
For the complete list of templates, see
Reporting on Service Level
Service Levels help you to set and measure goals for answering calls. Service Levels are
configurable; that is you can define them in different ways, depending on the kind of information
you want them to provide.
configurable; that is you can define them in different ways, depending on the kind of information
you want them to provide.
A Service Level event occurs when one of three things happen to the call:
•
The call is answered by an agent before the Service Level threshold expires. In this case, the
ServiceLevelsCallsOffered and ServiceLevelCalls database fields are incremented.
ServiceLevelsCallsOffered and ServiceLevelCalls database fields are incremented.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 6: Reporting on Customer Experience
Reporting on Service Level