Cisco Cisco IP Contact Center Release 4.6.1 Guida Utente
8-26
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Call Type Reports
caltyp22: Call Type Daily Report
In the preceding calculations, ServiceLevelCallsOffered are all the tasks
answered within the threshold. For example: all tasks answered within 5
minutes.
Derived from: (Call_Type_Half_Hour.HandledTimeTo5 /
Derived from: (Call_Type_Half_Hour.HandledTimeTo5 /
Call_Type_Real_Time.CallsHandledTo5)
Aban Within Service Level
The total number of tasks of this call type abandoned within the service level
threshold during the half-hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelAbandonHalf
Derived from: Call_Type_Half_Hour.ServiceLevelAbandonHalf
ASA
The Average Speed of Answer. The average answer wait time from when first
queue to skill group of LAA select node was executed for this call to when this
call was answered. This is an important measure of service quality because
the time can vary, even over the course of one day, due to call volumes and
staff levels.
Derived from: (Call_Type_Half_Hour.AnswerWaitTimeHalf /
Derived from: (Call_Type_Half_Hour.AnswerWaitTimeHalf /
Call_Type_Half_Hour.CallsHandledHalf)
Tasks
Offered
Tasks that have been offered to this call type. Tasks offered = tasks handled +
tasks abandoned + return busy + return ring + default treatment + network
routed + overflowout.
Derived from: Call_Type_Half_Hour.CallsOfferedHalf
Derived from: Call_Type_Half_Hour.CallsOfferedHalf
Tasks
Queued
The number of tasks removed from queue to be routed during the half-hour
interval.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Tasks
Handled
The number of tasks of this call type handled for the service ending during the
half-hour.
Derived from: Call_Type_Half_Hour.CallsHandledHalf
Derived from: Call_Type_Half_Hour.CallsHandledHalf
Tasks
Aban
Includes tasks that abandon while listening to IVR and tasks that abandoned
while offered to the agent or on route to the agent's phone or redirected tasks.
Derived from: Call_Type_Half_Hour.RouterCallsAbandQToHalf +
Derived from: Call_Type_Half_Hour.RouterCallsAbandQToHalf +
Call_Type_Half_Hour.IncomplleteCallsToHalf