Installation Guide

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.
The following table shows the fields in the Call_Type_Real_Time table that affect reporting
metrics by metric category:
Table 6: Call_Type_Real_Time Table and Reporting Metrics
Abandoned MetricsService Level MetricsAt VRU Metrics/
Answered Metrics
Queued Metrics
CallDelayAbandTimeHalfServiceLevelAbandHalfAt VRU:AvgRouterDelayQHalf
CallDelayAbandTimeTo5ServiceLevelAbandTo5CallsAtVRUNowAvgRouterDelayQNow
CallDelayAbandTimeTodayServiceLevelAbandTodayAnswered:AvgRouterDelayQTo5
CTDelayAbandTimeHalfServiceLevelCallsHalfAnsweredWaitTimeHalfAvgRouterDelayQToday
CTDelayAbandTimeTo5ServiceLevelCallsTo5AnswerWaitTimeTo5CallsLeftQTo5
CTDelayAbandTimeTodayServiceLevelCallsTodayAnswerWaitTimeTodayCallsAtVRUNow
DelayAgentAbandTimeHalfServiceLevelCallsOfferedHalfCallsAnsweredHalfRouterCallsQNow
DelayAgentAbandTimeTo55ServiceLevelCallsOfferedTo5CallsAnsweredTo5RouterCallsQNowTime
DelayAgentAbandTimeTodayServiceLevelCallsOfferedTodayCallsAnsweredTodayRouterLongestCallQ
DelayQAbandTimeHalfServiceLevelHalfCallsAtAgentNowRouterQueueCallsHalf
DelayQAbandTimeTo5ServiceLevelTo5RouterQueueCallsTo5
DelayQAbandTimeTodayServiceLevelTodayRouterQueueCallsToday
RouterCallsAbandQHalfRouterQueueWaitTimeHalf
RouterCallsAbandQTo5RouterQueueWaitTimeTo5
RouterCallsAbandQTodayRouterQueueWaitTimeToday
RouterCallsAbandToAgentHalfServiceLevelCallsQHeld
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