Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi

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Agent State Times: % Reserved Time. The agent's reserved time for this call is used
in the calculation.

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Agent State Times: % Wrap Up Time. The agent's wrap up time for this call is used
in the calculation.

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ASA. This call is used in the Average Speed of Answer calculation.

This call affects the following fields

caltyp05: Analysis of Calls
Half Hour Report

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Tasks Routed. This field is incremented.

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Assigned from Queue. This field is incremented.

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Avg Wait Time in Queue. This call is used in the calculation.

This call affects the following fields

caltyp21: Call Type Half Hour
Report

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Service Level. This call is used in the Service Level calculation. Because the call was
not answered within the service level threshold, it affects the Service Level negatively.

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ASA. This call is used in the Average Speed of Answer calculation.

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Tasks: Offered. This field is incremented.

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Tasks: Answered. This field is incremented.

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Tasks: Answer Wait Time. This field is incremented.

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Tasks: Assigned from Queue. This field is incremented.

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Completed Tasks: Total. This field is incremented.

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Completed Tasks: Handled. This field is incremented.

This call affects the following fields:

persvc20: Peripheral Service for IVR
Queue Half Hour Report

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Tasks Offered. This field is incremented.

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Service Level. This call is used in the Service Level calculation. Because the
call was not answered within the service level threshold, it affects the Service
Level negatively.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)