Cisco Cisco Unified Contact Center Enterprise 9.0(1)
Serviceability Best Practices Guide for Unified ICM/Unified CCE & Unified CCH
©2012 Cisco Systems, Inc.
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8.4.11 Outbound Option Dialer
Table 8-18: Outbound Option Dialer Counters
Performance Object: Cisco ICM Dialer
Counter Instance: “{Instance Name}”
Always
ON?
ON?
Counter Name
Description
Y
Queue Depth
The Dialer is a multithreaded process that
communicates between threads using inter thread
messaging. This indicates how many messages are
currently queued up for the main dispatch thread. By
default, the Dialer process restarts when this value
exceeds 10,000 messages.
communicates between threads using inter thread
messaging. This indicates how many messages are
currently queued up for the main dispatch thread. By
default, the Dialer process restarts when this value
exceeds 10,000 messages.
Y
Average Queue Time
The Dialer is a multithreaded process that
communicates between threads using messaging.
There is one main dispatch thread that is involved in
most processing. This shows what is the average
time spent in queue.
communicates between threads using messaging.
There is one main dispatch thread that is involved in
most processing. This shows what is the average
time spent in queue.
Y
Talking Agents
For an agent campaign, the Dialer replaces calls to
customers and transfers those customers to agents.
This counter indicates how many agents are
currently talking in the monitored campaign skill
group.
customers and transfers those customers to agents.
This counter indicates how many agents are
currently talking in the monitored campaign skill
group.
Y
Busy Port (Customer) Count
The port is the unit on the Dialer that places calls to
reserve agents and to contact customers. This
counter tracks how many ports are currently busy
trying to contact customers.
reserve agents and to contact customers. This
counter tracks how many ports are currently busy
trying to contact customers.
Y
Busy Port (Reservation) Count The port is the unit on the Dialer that places calls to
reserve agents and to contact customers. This
counter tracks how many ports are currently busy
reserving agents.
counter tracks how many ports are currently busy
reserving agents.
Y
Idle Port Count
The port is the unit on the Dialer that places calls to
reserve agents and to contact customers. This
counter tracks how many ports are currently idle.
reserve agents and to contact customers. This
counter tracks how many ports are currently idle.
Y
Call Attempt Count
The Dialer attempts to contact customers and
transfer them to reserved agents or an available IVR.
This counter tracks how many customer attempts
were placed today. It does not include preview calls
that were rejected or skipped.
transfer them to reserved agents or an available IVR.
This counter tracks how many customer attempts
were placed today. It does not include preview calls
that were rejected or skipped.
Y
Abandoned Call Count
When a customer is contacted and an agent is not
available to take the call, the call can be dropped or
sent to the IVR for prompting and queuing. When
either of these conditions occurs, the all is counted
as abandoned. In a transfer to IVR campaign, a call
is dropped and counted as abandoned if the
configured IVR port limit is exceeded.
available to take the call, the call can be dropped or
sent to the IVR for prompting and queuing. When
either of these conditions occurs, the all is counted
as abandoned. In a transfer to IVR campaign, a call
is dropped and counted as abandoned if the
configured IVR port limit is exceeded.