Installation Guide

Comment(s)Unified ICME Database Similar Concept(s)Unified CCX Report DefinitionUnified CCX
Application
Report Concept
were determined to be closed following an
interruption in data during the half hour interval.
Timing differences
will exist.
The closest concept on Unified ICME is
Service_Half_Hour.AvgHandleTimeToHalf,
Average time elapsed from the
time the call entered the
Average Call
Duration
which is the average handled calls time inworkflow until the call exited
(Found on
Application
seconds for calls counted as handled by the
service during the half hour interval.
the workflow by hanging up or
entering another workflow.
Performance
Analysis Report.) Handle Time is tracked only for Inbound ACD
calls that are counted as handled for the service.
Note: This value does not
include any time spent in the
Work agent state. HandleTime is the time spent from the call
being answered by the agent to the time the
agent completed after-call work time for the
call. This includes any TalkTime, HoldTime,
and WorkTime associated with the call. The
AvgHandleTime value is counted when the
after-call work time associated with the call is
completed.
Timing differences
will exist.
The closest concept on the ICM is
Service_Half_Hour.OverFlowInToHalf, which
Number of calls entering the
application; specifically, calls
Flow In
(Found on
Application
is the number of calls that the peripheral
re-targeted, or overflowed, into this service
during the half-hour interval.
redirected to this application
from another through a
workflow script, not from an
agent or external system.
Summary
Report.)
ICM software keeps count of the number of
calls moved out of each service or route
(overflowed out) and moved into each service
or route (overflowed in).
Timing differences
will exist.
The closest concept on the ICM is
Service_Half_Hour.OverFlowOutToHalf, which
Number of calls exiting the
application; specifically, calls
Flow Out
(Found on
Application
is the number of calls that the peripheral
re-targeted, or overflowed, out of this service
during the half-hour interval.
redirected to another application
or destination outside the
system without talking to an
agent.
Summary
Report.)
ICM software keeps count of the number of
calls moved out of each service or route
(overflowed out) and moved into each service
or route (overflowed in).
Timing differences
will exist.
The closest concept on Unified ICME is
Service_Half_Hour.AvgSpeedAnswerToHalf.
Average time caller spent in call
before call was answered.
Average Speed
of Answer
AnswerWaitTimeToHalfCalculated as queue time plus
(Found on
Application
/CallsAnsweredToHalf, which is the average
answer wait time that all calls offered to the
service waited before being answered.
ring time divided by number of
calls.
Only counted for calls that
connected to agents.
Summary
Report.)
This value is calculated using the following
formula: Service_Half_Hour.
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