Cisco Cisco Administrative Workstation User Guide

Figure 19: Call Abandoned While On Hold Scenario

Database Table Updates for Call Abandoned While On Hold Scenario

This section show how five of the database tables are updated during this scenario. The updates
are recorded on the next few pages.

Database Updates for (A): Agent Answers and Talks

CallsAnsweredToHalf: +1

Reserved Agents: -1

CallsAnsweredToHalf: +1

ServiceLevelToHalf: 1.0

TalkingIn: +1

AnswerWaitTimeToHalf: value
calculated at time call is answered.

ServiceLevelCallsToHalf: +1

CallsAnsweredTo5: +1

ServiceLevelCallsOfferedToHalf: +1

AnswerWaitTimeTo5: value calculated
at time call is answered.

AvgSpeedAnswerToHalf:

AnswerWaitTimeToHalf: value
calculated at time call is answered.

CallsAnsweredToHalf +1

AgentsTalking: +1

AnswerWaitTimeToHalf; value calculated at time call is answered

CallsInProgress: +1

CallsAnsweredTo5, Half, Today: +1

ServiceLevelTo5, Half, Today: 1.0

ServiceLevelCallsTo5, Half, Today: +1

ServiceLevelCallsOffered To5, Half,
Today: +1

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