User Guide

Call Type ASA is applicable only when calls are translation routed and includes time spent in
the Enterprise Queue as well as time spent in the ACD queue.
ASA for the Service is computed based on the AnswerWaitTime as reported from the peripheral.
This includes the time spent on the ACD after the call was offered up until the time the call was
answered. If an Enterprise Queue is used, ASA reported for the service does not include time
spent in the Enterprise Queue.
Reports that show ASA
These are some reports that contain ASA statistics for Call Types and Services:
•
caltyp20: Call Type Real Time Report
•
caltyp21: Call Type Half Hour
•
persvc07: Peripheral Service Tasks, Averages and Service Levels Real Time Report
•
entsvc08: Task and Agent Status Real Time Report
For the complete list of templates, see Appendix A (page 165).
Reporting on Abandoned Calls
A call is considered abandoned if the caller hangs up before being connected to an agent.
A high number of abandoned calls might be an indication that callers are waiting in the queue
for too long.
Abandoned calls are reported against the following:
•
Service
•
Call Types
•
Skill Groups
Service reports provide cumulative statistics for all abandoned calls. Call Type reports provide
additional visibility on where calls are abandoning
Note: If a call abandons before the Abandon Call Wait Time threshold, it is considered a Short
Call (page 116).
For example, if you configure the abandoned call wait time for 10 seconds, and a caller
disconnects at nine seconds, that call is a short call—it is not considered offered or abandoned.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 6: Reporting on Customer Experience
Reporting on Abandoned Calls