Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Call Type Historical Reports
3 IPCC CallType Reports
SL Aban Positive
The ICM/IPCC Enterprise service level for the call type in which abandoned calls
positively impact service level (raise it) during the selected interval. This calculation
treats abandoned tasks as though they were connected within the service-level
threshold for the half-hour interval.
positively impact service level (raise it) during the selected interval. This calculation
treats abandoned tasks as though they were connected within the service-level
threshold for the half-hour interval.
This service level calculation is the number of calls answered within the service level
threshold plus the number of calls abandoned within the threshold, all divided by the
number of calls that had a service level event. This treats abandoned calls as though
they were answered within the service level threshold. For more on service levels, see
About_Service_Levels.
threshold plus the number of calls abandoned within the threshold, all divided by the
number of calls that had a service level event. This treats abandoned calls as though
they were answered within the service level threshold. For more on service levels, see
About_Service_Levels.
Derived from: (Call_Type_Half_Hour.ServiceLevelCallsHalf +
Call_Type_Half_Hour.ServiceLevelAbandHalf) /
Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
Call_Type_Half_Hour.ServiceLevelAbandHalf) /
Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
SL Aban Negative
The ICM/IPCC Enterprise service level for the call type in which abandoned calls
negatively impact the service level (lower it) during the selected interval. This
calculation treats abandoned tasks as though they had exceeded the service-level
threshold for the half-hour interval.
negatively impact the service level (lower it) during the selected interval. This
calculation treats abandoned tasks as though they had exceeded the service-level
threshold for the half-hour interval.
This service level calculation is the number of calls answered within the service level
threshold divided by the number of calls that had a service level event. This treats
abandoned calls as though they had exceeded the service level threshold. For more on
service levels, see About_Service_Levels.
threshold divided by the number of calls that had a service level event. This treats
abandoned calls as though they had exceeded the service level threshold. For more on
service levels, see About_Service_Levels.
Derived from: Call_Type_Half_Hour.ServiceLevelCallsHalf /
Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
Aban Within Service Level
The number of tasks of the call type abandoned within the service level threshold
during the half-hour interval.
during the half-hour interval.
NOTE: With the existence of a network VRU, for IPCC and for ICM systems in which
calls are translation-routed, 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.
calls are translation-routed, 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.
Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf
ASA
The Average Speed of Answer (also called "the average answer wait time") for all tasks
of the call type during the interval. This is the average answer wait time from when a
call arrives at the ICM Router to when the call is answered.
of the call type during the interval. This is the average answer wait time from when a
call arrives at the ICM Router to when the call is answered.
Derived from: (Call_Type_Half_Hour.AnswerWaitTimeHalf /
Call_Type_Half_Hour.CallsAnsweredToHalf)
Call_Type_Half_Hour.CallsAnsweredToHalf)