Cisco Cisco IP Contact Center Release 4.6.2 사용자 가이드
IPCC Call Type Historical Reports
3 IPCC CallType Reports
3-
59
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
ASA
The Average Speed of Answer. The average answer wait time from when first queue to
skill group or 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.
skill group or 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/Call_Type_Half_Hour.CallsHandledHalf
Call_Type_Half_Hour.AnswerWaitTimeHalf/Call_Type_Half_Hour.CallsHandledHalf
Avg Aban Delay
The average delay time for all abandoned tasks for this call type during the current
half-hour interval.
half-hour interval.
Derived from: Call_Type_Half_Hour.CallDelayAbandTime /
Call_Type_Half_Hour.TotalCallsAband
Call_Type_Half_Hour.TotalCallsAband
Interval Report Headers
The interval column headers in the report are dynamic. That is, you can configure and
change the interval headers in the ICM Configuration Manager. They are stored in and
are derived from the Bucket_Interval Schema database table, which is linked to the
Call_Type_Half_Hour table. See Call Type Interval Reporting for more information.
change the interval headers in the ICM Configuration Manager. They are stored in and
are derived from the Bucket_Interval Schema database table, which is linked to the
Call_Type_Half_Hour table. See Call Type Interval Reporting for more information.
NOTE: For the following Interval fields, with the existence of a network VRU, for IPCC
and for ICM systems in which calls are translation-routed, the measurement of Answer
Wait Time for a call begins when the call is queued, whereas 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.
and for ICM systems in which calls are translation-routed, the measurement of Answer
Wait Time for a call begins when the call is queued, whereas 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.
00 - Interval 1: Ans
The number of calls answered between the time set to begin measuring the time and
interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08
interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08
Derived from: Call_Type_Half_Hour.AnsInterval1
00 - Interval 1: Aban
The number of calls abandoned between the time set to begin measuring the time and
interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08
interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08
Derived from: Call_Type_Half_Hour.AbandInterval1
Interval 1 - Interval 2: Ans
The number of calls answered between interval 1 and interval 2. The system default
interval 2 is 30 seconds. For example: 00:08 - 00:38
interval 2 is 30 seconds. For example: 00:08 - 00:38
Derived from: Call_Type_Half_Hour.AnsInterval2
Interval 1 - Interval 2: Aban
The number of calls abandoned between interval 1 and interval 2. The system default
interval 2 is 30 seconds. For example: 00:08 - 00:38
interval 2 is 30 seconds. For example: 00:08 - 00:38
Derived from: Call_Type_Half_Hour.AbandInterval2