User Guide

•
Set up a one Call Type to collect statistics prior to the queue (that is, the initial Call Type
designated for the script via Call Type mapping.
•
Set up other Call Types used specifically to collect queue and agent statistics.
•
In your routing scripts, include the Requalify or Call Type nodes to submit the call to the
Call Type used to collect queuing information.
•
Calls can queue to more than skill group and service level metrics are updated for each skill
group to which a single call queues.
Service Levels could be adversely affected if calls abandon within or outside the service level
threshold in such cases. Consider queuing to a single skill group if you include abandons in
your Service Level calculations and don’t want abandons to affect Service Levels adversely.
If you follow these recommendations, the first Call Type to which the call was initially mapped
will gather statistics before the call is queued to the skill group. The script will then pass the
call to the Call Type set up specifically to collect information after the call is queued to the skill
group.
See also:
Planning for Service Level (page 69)
Reporting on Service Level (page 105)
Configuring Short Calls
A short call is a call that is either abandoned or answered very quickly.
You can configure the number of seconds for an abandoned short call and the number of seconds
for an answered short call.
To configure abandoned short calls:
1. Select Tools > Explorer Tools > PG Explorer.
2. Click Retrieve and select a peripheral.
3. Click the Peripheral tab.
4. Set Abandoned Call Wait Time to a value in seconds.
This value is the length of time during which terminated calls are considered abandoned.
Note: If you do not want to track abandoned calls, leave this field blank.
To configure answered short calls:
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
196
Configuration and Scripting for Reporting
Configuring Short Calls