Installation Guide

Comment(s)Unified ICME Database Similar Concept(s)Unified CCX Report DefinitionUnified CCX
Application
Report Concept
reaches the workflow step that
defines the call as handled, or
when it is handled by an agent.
Summary
Report.)
For example, CallsHandledToHalf field counts
the number of tasks that finished during the
half-hour interval. (These might have been
answered before the interval began.)
Note: The Unified CCX script
writer needs to include a step
that explicitly sets the Handled
flag.
Timing differences
will exist.
There is no one specific closest concept on
Unified ICME. However, at the Unified ICME
Reports display total number of
calls abandoned for this
Call Abandoned
(Found on
Application
parent, the following statistics collectively
provide customer service experience on
Abandon Calls:
application. A call is abandoned
if it does not reach the
workflow step that defines the
Performance
Analysis and
call as handled or if the caller
Application Service_Half_Hour.Calls AbandQToHalf,
which is the number of calls abandoned in
queue for service during the half-hour interval.
terminates the call before an
agent answers it. This value
includes calls aborted or
rejected by the system.
Summary
Reports.)
This also includes the number of calls associated
with this service that completed in the half hour
Note: The Unified CCX script
writer needs to include a step
interval that were either fully self-service, or
were abandoned before self-service completed,
that explicitly sets the Handled
flag.
or were sent to an agent (regardless of whether
self-service was performed first) and abandoned
before the agent answered.
Service_Half_Hour.ShortCallsToHalf, which
is the number of calls to the service during the
half-hour interval that were too short to be
considered abandoned. If short call time is
configured in the Unified ICME parent, calls
that are abandoned in short call time period will
not be counted in Service_Half_Hour.
CallsAbandQToHalf.
Since Unified CCX does not support short calls,
Calls Abandoned on Unified CCX reports
represent all calls abandoned.
Service_Half_Hour.Forced
ClosedCallsToHalf – Since the definition of
Application Calls Abandoned in the Unified
CCX child also includes aborted and rejected
calls, you also need to consider Service_Half_
Hour.ForcedClosedCallsToHalf. This field
captures the number of calls to the service that
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 Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model