Installation Guide

With regard to ICM-Not-TR systems, the Call Type queueing and at-VRU metrics are the same
as for IPCC Enterprise and ICM-TR. The Call Type abandoned metrics allow you to determine
the number of calls that were abandoned while queued in the Router, but they do not allow you
to 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:
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
Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)
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Understanding Reporting in an IPCC Gateway Deployment
Understanding ICM Reporting