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Measuring Customer Experience

Application reports provide key statistics that help call center managers measure customer
experience at the IPCC Express child. At the ICM Enterprise parent, customer experience data
is stored in Service Half Hour tables. The following table provides a sample of key customer
experience data presented in Application Reports at the IPCC Express child and similar concepts
in Service Half Hour tables at the ICM Enterprise parent.

Measuring Customer Experience: IPCC Express Application Call Counts and Durations

Timing differences
will exist.

The closest concept on the ICM is
Service_Half_Hour. CallsOfferedToHalf, which

Reports display the total number
of calls that each application

Calls Presented

Service_Half_Hour.
CallsOfferedToHalf

is the number of incoming calls plus internal
calls offered to the service during the half-hour
interval.

received. This number is equal
to the number of calls handled
by the application plus the

would not count

number of calls abandoned
while in the application.

calls transferred
internally from
service to service,
while IPCC Express
does.

Timing differences
will exist.

The closest concept on the ICM is
Service_Half_Hour.CallsHandledToHalf, which

Reports display the total number
of calls that are handled by each

Calls Handled

is the number of tasks handled by service. A
task is counted as handled when it is finished.

application. A call is considered
handled when it reaches the

For example, CallsHandledToHalf field counts
the number of tasks that finished during the

workflow step that defines the
call as handled, or when it is
handled by an agent.

half-hour interval. (These might have been
answered before the interval began.)

Note: The IPCC Express script
writer needs to include a step
that explicitly sets the Handled
flag.

Timing differences
will exist.

There is no one specific closest concept on the
ICM. However, at the ICM Enterprise parent,

Reports display total number of
calls abandoned for this

Call Abandoned

the following statistics collectively provide
customer service experience on Abandon Calls:

application. A call is abandoned
if it does not reach the workflow

step that defines the call as

Service_Half_Hour.Calls AbandQToHalf,
which is the number of calls abandoned in
queue for service during the half-hour interval.

handled or if the caller
terminates the call before an
agent answers it. This value

This also includes the number of calls
associated with this service that completed in

includes calls aborted or
rejected by the system.

the half hour interval that were either fully

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)