Installation Guide

Comment(s)ICM Database Similar Concept(s)IPCC Express Report
Definition
IPCC Express
Application
Report Concept
Note: The IPCC Express script
writer needs to include a step
self-service, or were abandoned before
self-service completed, or were sent to an agent
that explicitly sets the Handled
flag.
(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 ICM Enterprise parent, calls
that are abandoned in short call time period will
not be counted in Service_Half_Hour.
CallsAbandQToHalf.
Since IPCC Express does not support short
calls, Calls Abandoned on IPCC Express reports
represent all calls abandoned.
Service_Half_Hour.Forced
ClosedCallsToHalf – Since the definition of
Application Calls Abandoned in the IPCC
Express 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
were determined to be closed following an
interruption in data during the half hour interval.
Timing differences
will exist.
The closest concept on the ICM 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
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 Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model