User Guide

For example, if your service level threshold is 15 seconds and you want to see when callers are
abandoning within that service level, you can set intervals of 5 seconds, 10 seconds, and 15
seconds.
If you do not configure intervals at the call type level, the system level intervals are used.
To configure call type intervals:
1. First use the Configuration Manager Bucket Interval configuration tool.
2. Then, using the Configuration Manger Call Type configuration tool for a given call type
or the Configuration Manager System Information tool for system wide call types, assign
intervals to individual call types.
Intervals are measured in minutes and seconds. The header time format is MM:SS.
Reports can show up to ten intervals. You can configure up to nine intervals with the tenth
interval showing all the remaining data. Intervals not configured appear as blank intervals in
the report and appear after the configured intervals.
No interval headers display if the report is run over a period of time when no data is present.
This happens because the report interval headers depend on the data being present.
Error Count
The error count field increments when:
•
Translation-routed calls are abandoned while on route to destination target.
•
Calls with misconfigured labels use default routing. (In this case, the ICRDefaultRoutedToHalf
field also increments.)
•
Calls with misconfigured labels do not use default routing (for instance, when a default route
has not been defined).
FTE
The full-time equivalent (FTE in reports) is the number of full-time agents that would be required
to perform the work done during that interval for a skill group.
To calculate the FTE, Unified IC divides the total time that work was performed by the total
time in the interval. For example, if agents spent a total of 3 hours (180 minutes) handling tasks
during a half-hour interval (30 minutes), the FTE for task handling during the interval is 180
minutes/30 minutes, which equals 6 full-time persons. This means that if all agents handled
tasks full-time, the work could have been done by 6 agents.
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
208
Chapter 12: Unified ICM/CCE Reporting Concepts
Error Count