User Guide

IPCC Call Type Report Templates caltyp22: Call Type Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
SL Aban Ignored
The ICM service level for the call type in which abandoned calls are not included in the
service level during the selected interval. The calculation removes tasks abandoned
after the service-level threshold for the half-hour interval.
This service level calculation is the number of calls answered within the service level
threshold divided by the number of calls that had a service level event minus the
number of calls that were abandoned before exceeding the service level threshold.
Calls abandoned before the service level threshold expired are removed from this
calculation. For more on service levels, see About_Service_Levels.
Derived from: Call_Type_Half_Hour.ServiceLevelCallsHalf /
(Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf -Call_Type_Half_Hour.Ser-
viceLevelAbandHalf)
SL Aban Positive
The ICM service level for the call type in which abandoned calls positively impact
service level (raise it) during the selected interval. This calculation treats abandoned
tasks as though they were connected within the service-level threshold for the
half-hour interval.
This service level calculation is the number of calls answered within the service level
threshold plus the number of calls abandoned within the threshold, all divided by the
number of calls that had a service level event. This treats abandoned calls as though
they were answered within the service level threshold. For more on service levels, see
About_Service_Levels.
Derived from: (Call_Type_Half_Hour.ServiceLevelCallsHalf +
Call_Type_Half_Hour.ServiceLevelAbandHalf) / Call_Type_Half_Hour.ServiceLev-
elCallsOfferedHalf
SL Aban Negative
The ICM service level for the call type in which abandoned calls negatively impact the
service level (lower it) during the selected interval. This calculation treats abandoned
tasks as though they had exceeded the service-level threshold for the half-hour
interval.
This service level calculation is the number of calls answered within the service level
threshold divided by the number of calls that had a service level event. This treats
abandoned calls as though they had exceeded the service level threshold. For more on
service levels, see About_Service_Levels.
Derived from: Call_Type_Half_Hour.ServiceLevelCallsHalf /
Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
Aban Within Service Level
The number of tasks of the call type abandoned within the service level threshold
during the half-hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf
ASA
The Average Speed of Answer (also called "the average answer wait time") for all tasks
of the call type during the interval. This is the average answer wait time from when a
call arrives at the ICM Router to when the call is answered.
Derived from: (Call_Type_Half_Hour.AnswerWaitTimeHalf /
Call_Type_Half_Hour.CallsAnsweredToHalf)