Руководство По Установке для Cisco Cisco IPCC Web Option
determine the number of calls that were abandoned while in self service, nor the number of calls
that were abandoned after they leave the VRU and before an agent answers them. The Call Type
answered metrics are always zero. The Call Type Service Level metrics are meaningless and
can be ignored.
that were abandoned after they leave the VRU and before an agent answers them. The Call Type
answered metrics are always zero. The Call Type Service Level metrics are meaningless and
can be ignored.
The following table shows the fields in the Call_Type_Real_Time table that affect reporting
metrics by metric category:
metrics by metric category:
Table 6: Call_Type_Real_Time Table and Reporting Metrics
Abandoned Metrics
Service Level Metrics
At VRU Metrics/
Answered Metrics
Answered Metrics
Queued Metrics
CallDelayAbandTimeHalf
ServiceLevelAbandHalf
At VRU:
AvgRouterDelayQHalf
CallDelayAbandTimeTo5
ServiceLevelAbandTo5
CallsAtVRUNow
AvgRouterDelayQNow
CallDelayAbandTimeToday
ServiceLevelAbandToday
Answered:
AvgRouterDelayQTo5
CTDelayAbandTimeHalf
ServiceLevelCallsHalf
AnsweredWaitTimeHalf
AvgRouterDelayQToday
CTDelayAbandTimeTo5
ServiceLevelCallsTo5
AnswerWaitTimeTo5
CallsLeftQTo5
CTDelayAbandTimeToday
ServiceLevelCallsToday
AnswerWaitTimeToday
CallsAtVRUNow
DelayAgentAbandTimeHalf
ServiceLevelCallsOfferedHalf
CallsAnsweredHalf
RouterCallsQNow
DelayAgentAbandTimeTo55
ServiceLevelCallsOfferedTo5
CallsAnsweredTo5
RouterCallsQNowTime
DelayAgentAbandTimeToday
ServiceLevelCallsOfferedToday
CallsAnsweredToday
RouterLongestCallQ
DelayQAbandTimeHalf
ServiceLevelHalf
CallsAtAgentNow
RouterQueueCallsHalf
DelayQAbandTimeTo5
ServiceLevelTo5
RouterQueueCallsTo5
DelayQAbandTimeToday
ServiceLevelToday
RouterQueueCallsToday
RouterCallsAbandQHalf
RouterQueueWaitTimeHalf
RouterCallsAbandQTo5
RouterQueueWaitTimeTo5
RouterCallsAbandQToday
RouterQueueWaitTimeToday
RouterCallsAbandToAgentHalf
ServiceLevelCallsQHeld
RouterCallsAbandToAgentTo5
RouterCallsAbandToAgentToday
TotalCallsAbandHalf
TotalCallsAbandTo5
TotalCallsAbandToday
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 4: Understanding Reporting in an IPCC Gateway Deployment
Understanding Unified ICME Reporting