Cisco Cisco IPCC Web Option インストールガイド

is the number of calls that the peripheral
re-targeted, or overflowed, into this service
during the half-hour interval.

redirected to this application
from another through a
workflow script, not from an
agent or external system.

ICM software keeps count of the number of
calls moved out of each service or route
(overflowed out) and moved into each service
or route (overflowed in).

Timing differences
will exist.

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

Number of calls exiting the
application; specifically, calls

Flow Out

is the number of calls that the peripheral
re-targeted, or overflowed, out of this service
during the half-hour interval.

redirected to another application
or destination outside the
system without talking to an
agent.

ICM software keeps count of the number of
calls moved out of each service or route
(overflowed out) and moved into each service
or route (overflowed in).

Timing differences
will exist.

The closest concept on the ICM is
Service_Half_Hour.AvgSpeedAnswerToHalf.

Average time caller spent in call
before call was answered.

Average Speed
of Answer

AnswerWaitTimeToHalf

Calculated as queue time plus

/CallsAnsweredToHalf, which is the average
answer wait time that all calls offered to the
service waited before being answered.

ring time divided by number of
calls.

Only counted for calls that
connected to agents.

This value is calculated using the following
formula: Service_Half_Hour.
AnswerWaitTimeToHalf /Service_Half_Hour.
CallsAnsweredToHalf.

Timing differences
will exist.

The closest concept on the ICM is
Service_Half_Hour.AvgTalkTimeToHalf,

Average talk time for calls
connected to agents. This value

Average Talk
Time

which is the average task time in HH:MM:SS

is calculated as total talk time

(hours, minutes, seconds) for tasks associated
with the service ending in the half-hour interval.

divided by number of calls
handled.

Note: This value does not
include any time spent in the
Work agent state.

Measuring Agent Performance

Agent reports provide key statistics that help call center managers measure performance of
individual agents at the IPCC Express child. At the ICM Enterprise parent, customer experience
data is stored in a variety of Agent tables (such as Agent_Half_Hour and
Agent_Skill_Group_Half_Hour tables.)

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)