Cisco Cisco ICM Web Tools User Guide

AnswerWaitTimeTo5, Half, Today3:
value calculated when call is answered.

AvgSpeedAnswerTo5: value calculated
when call is answered.

Database Updates for (B): Call is on Hold

N/A

Hold: +1

LoggedOnTimeToHalf: +10 sec.

TalkingIn: -1 LoggedOnTimeTo5: +10
sec.

TalkInTimeToHalf: +10 sec.

TalkTimeToHalf: +10 sec.

TalkInTimeTo5: +10 sec.

TalkTimeTo5: +10 sec.

LoggedOnTimeToHalf: +10 sec.

AgentsTalking: -1

TalkInTimeToHalf: +10 sec

Database Updates When Caller Abandons

N/A

Hold: -1

AbandonHoldCallsToHalf: +1

WorkNotReady: +1

PercentUtilizationToHalf1: value
calculated.

PercentUtilizationTo5: value calculated.

LoggedOnTimeToHalf: +40 sec.

LoggedOnTimeTo5: + 40 sec.

IncomingCallsOnHoldTimeTo
Half:+40 sec.

HoldTimeTo5: +40 sec.

HoldTimeToHalf: +40 sec.

AbandonHoldCallsToHalf: +1

N/A

LoggedOnTimeToHalf: +40 sec.

IncomingCallsOnHoldTimeToHalf: +40 sec.

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