Cisco Cisco IPCC Web Option ユーザーガイド
2-31
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 2 CallType Reports
IPCC Call Type Historical Reports
Service Level
The ICM/IPCC Enterprise service level for the call type in the half hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelHalf
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. Otherwise, the time
spent in self-service will negatively impact the Service Level.
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.
•
For the ServiceLevelABand fields, the router includes the time spent in this call type only.
Aban Within Service Level
The number of tasks of the call type abandoned within the service level threshold in the
half hour interval.
half hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf
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. Otherwise,
the time spent in self-service will negatively impact the Service Level.
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.
ASA
The Average Speed of Answer (also called "the average answer wait time") for all tasks
of the call type in the half hour 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 in the half hour 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.CallsHandledToHalf
Call_Type_Half_Hour.CallsHandledToHalf
Tasks Offered
The number of tasks that were offered to the call type in the half hour 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
Derived from: Call_Type_Half_Hour.CallsOfferedHalf
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).
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).