Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario
IPCC Call Type Historical Reports
3 IPCC CallType Reports
3-
39
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Tasks
Offered
Offered
The number of tasks that were offered to the call type during the interval.
Tasks offered (Call_Type_Half_Hour.CallsOfferedHalf) = RouterCallsAbandQToHalf +
ErrorCountToHalf + ICRDefaultRoutedToHalf + CallsHandledHalf + OverflowOutHalf +
IncompleteCallsHalf + ShortCallsHalf + NetworkAnnouncementToHalf +
ReturnBusyToHalf + ReturnRingToHalf+ NetworkDefaultRoutedToHalf +
ReturnReleaseToHalf + CallsRONAToHalf + CallRoutedNonAgentToHalf
ErrorCountToHalf + ICRDefaultRoutedToHalf + CallsHandledHalf + OverflowOutHalf +
IncompleteCallsHalf + ShortCallsHalf + NetworkAnnouncementToHalf +
ReturnBusyToHalf + ReturnRingToHalf+ NetworkDefaultRoutedToHalf +
ReturnReleaseToHalf + CallsRONAToHalf + CallRoutedNonAgentToHalf
Note: Calls offered is incremented when a call gets offered to the router. However,
some of the other fields are not incremented until the call is complete. For example, a
call offered at 8:55 might not be done with an agent until 9:05 so that the offered field
would show up in the 8:30 half-hour data, but one of the other fields, like Calls
Handled, would not show up until the 9:00 half-hour data. This means that the
preceding equation will not be necessarily true on a half-hour basis, but could be true
over a day's time (if no calls extend across midnight).
some of the other fields are not incremented until the call is complete. For example, a
call offered at 8:55 might not be done with an agent until 9:05 so that the offered field
would show up in the 8:30 half-hour data, but one of the other fields, like Calls
Handled, would not show up until the 9:00 half-hour data. This means that the
preceding equation will not be necessarily true on a half-hour basis, but could be true
over a day's time (if no calls extend across midnight).
Derived from: Call_Type_Half_Hour.CallsOfferedHalf
Tasks Assigned from Queue
The number of tasks of the call type assigned from the queue to be routed during the
half-hour interval.
half-hour interval.
Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an
IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would normally only look at
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would normally only look at
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Tasks Answered
The number of calls of the call type that were answered by the agent during the
half-hour interval.
half-hour interval.
Derived from: Call_Type_Half_Hour.CallsAnsweredToHalf
Answer Wait Time
The total answer wait time in seconds for all tasks of this call type that were answered
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 Answer Wait Time for a call begins
when the call is queued, whereas 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 Answer Wait Time for a call begins
when the call is queued, whereas 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.AnswerWaitTimeHalf
Completed Tasks
The following set of fields contain data only for tasks completed during the selected
interval. See the Note in the preceding "Tasks Offered" field description of this
template description for more information on completed tasks.
interval. See the Note in the preceding "Tasks Offered" field description of this
template description for more information on completed tasks.