Руководство Пользователя для Cisco Cisco IPCC Web Option
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 2 CallType Reports
IPCC Call Type Historical Reports
DateTime
The date and time for when the call type interval data was generated in MM/DD/YYYY
(month, day, year) and HH:MM:SS (hours, minutes, seconds) format. For every half
hour in the selected time period there is summary row for each selected call type.
(month, day, year) and HH:MM:SS (hours, minutes, seconds) format. For every half
hour in the selected time period there is summary row for each selected call type.
Derived from: Call_Type_Half_Hour.DateTime
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: CCall_Type_Half_Hour.AnswerWaitTimeHalf/
Call_Type_Half_Hour.CallsAnsweredToHalf
Call_Type_Half_Hour.CallsAnsweredToHalf
Avg Aban Delay
The average delay time for all abandoned tasks for this call type in the half hour
interval.
interval.
Derived from: Call_Type_Half_Hour.CallDelayAbandTimeToHalf/
Call_Type_Half_Hour.TotalCallsAbandToHalf
Call_Type_Half_Hour.TotalCallsAbandToHalf
Interval Report Headers
The interval column headers in the report are dynamic. That is, the interval headers
can be configured and changed by you 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.
can be configured and changed by you 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.
All of the interval fields except the first one is calculated from the database. The
formula is: Value for interval field n = Value of Call_Type_Half_Hour.[Ans or
Aband]Interval[n] + Value for field n-1.
formula is: Value for interval field n = Value of Call_Type_Half_Hour.[Ans or
Aband]Interval[n] + Value for field n-1.
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 negatively impacts the Service
Level.
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 negatively impacts the Service
Level.
•
For the AbandInterval fields, the measurement of time begins when the call arrives at the
router till the time the router receives the TCD. When the call type is changed, these
fields also include the time spent in the previous call type
router till the time the router receives the TCD. When the call type is changed, these
fields also include the time spent in the previous call type
Interval 1: Ans
The number of calls answered up to interval 1. The system default interval 1 is 8
seconds. For example: < 00:08
seconds. For example: < 00:08
Derived from: Call_Type_Half_Hour.AnsInterval1