User Guide

Service Level tells you what percentage of calls are being answered within a certain time, but
does not tell you how closely to the Service Level calls are being answered or abandoned. Call
type intervals provide additional insight into how long callers are waiting before their calls are
answered or before they abandon.
For example, if your Service Level is two minutes, you might want to set up intervals for 30
seconds, one minute, 80 seconds, 120 seconds, 180 seconds, 210 seconds, and 240 seconds.
Using these intervals, you can see whether calls are being answered in the thirty seconds after
the Service Level Threshold of 180 seconds or if most are waiting a full minute longer to be
answered.
The intervals also give you insight into how long callers are willing to wait before abandoning.
Perhaps many callers do not abandon until two minutes past the Service Level. This might
indicate that your Service Level goal can be modified.
To avoid reporting inconsistencies, only modify Bucket Interval settings at specific time
boundaries (that is, end of day, week, or month). Ensure that no one is running reports for the
intervals that you are changing when you modify the boundaries.
Unified CCE ships with a single System default Bucket Interval whose boundaries (increments)
are: 8, 30, 60, 90, 120, 180, 300, 600, and 1200 (in seconds).
Call Detail Data
There are two database tables that store call detail, as described below:
•
Route Call Details
For every call routing request it handles, the Router records detailed data about the call and
how it was routed to a peripheral by Unified ICM. This route call detail data (RCD record)
is stored in the Route_Call_Detail table.
RCD data is written to the database when the script ends. Non-routed calls, such as direct
dials, transfers, and conferences, have no RCD records.
You can use the data in the Route_Call_Detail table to see the starting point of the call. For
example, you can see the ANI, any CEDs entered, and the type of request made. In addition,
route call detail tells you how long the call was held in a enterprise queue.
•
Termination Call Detail
A detailed termination call detail data (TCD record) is written for each call that arrives at a
peripheral (provided the proper monitoring is enabled for the peripheral).
The TCD record is written after the call segment terminates and the after-call work is complete.
Specifically, the CallRouter creates the Termination_Call_Detail record when it receives a
ClosedCallInd message from the Open Peripheral Controller (OPC). OPC generates the
ClosedCallInd message when a call is terminated (that is, when any after-call work associated
with the call has completed, or when a call that was not connected to an agent is terminated).
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Chapter 12: Unified ICM/CCE Reporting Concepts
Call Detail Data