Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

For both real-time and historical customer experience, you might be interested in these types of statistics:

•

Average Speed of Answer (ASA)

•

Number of calls received

•

Number of calls handled

•

Number of calls abandoned

•

How long callers waited in queue

•

Number of calls queued for the agent

•

Whether Service Level objects are being met

•

Whether the caller had to be transferred

•

Number of callers that heard a busy signal

For both real-time and historical reporting needs, you might be interested in these types of statistics:

Real-time customer experience data helps you identify immediate issues, such as Service Levels not
being met, calls waiting in queue to long, or calls abandoning before reaching agents.

The following table describes suggested IPCC Enterprise report templates that provide customer experience
real-time statistics. For details of all IPCC Enterprise report templates, refer to the Cisco ICM/IP Contact
Center Enteprise Edition WebWiew Template Reference Guide.

Reports on Service Level status for the day, current five minutes,
and last half hour.

caltyp04: Task Type Service Level Real Time Report

Reports on ASA, longest time a call has been in queue, number
of calls in queue, number of calls offered, handled and abandoned,

caltyp20: Call Type Real Time Report

and the number of calls that have received return ring and return
busy treatment.

Historical agent data helps you identify whether customer experience is improving or degrading.

The following table describes suggested IPCC Enterprise report templates that provide customer experience
historical statistics. For details of all IPCC Enterprise report templates, refer to the Cisco ICM/IP Contact
Center Enteprise Edition WebWiew Template Reference Guide.

Reports on wait time in queue, number of tasks queued and
number of abandons.

caltyp05: Analysis of Calls Half Hour Report