User Guide

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The call is sent to a label using a label node.
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The call is redirected.
When a call is redirected, the PIM no longer can receive events for the call and has no way
of referencing or tracking the call.
For example, the call might have been redirected to a non-Unified ICM monitored device
and then returned to the switch with a different call ID.
The Unified ICM generates the termination call detail record with only the data originally
tracked for the call. Calls marked as Redirected are counted as Overflow Out calls in the
Unified ICM service and route tables.
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The call was not default-routed, and the label was not a ring, busy, or announcement label.
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The call hit a release node
In Unified CCE, to more accurately reflect call status, CallDisposition is set to 15 (Redirected)
instead of 4 (Abandon Delay) in the following cases:
When a call leaves a CTI route point to be sent to IVR.
When the agent transfers call to another skill group, no agent is available, and the call is sent
to IVR
Percent Utilization
Percent utilization (% Utilization in reports) is computed by dividing the total time agents spend
handling calls in a skill group by the total time agents were ready to handle tasks.
To calculate the time that an agent was ready, Unified IC subtracts the Not Ready time from
the total time that agents were logged on. Percent utilization shows you how well agents are
being utilized within a skill group. For example, if the agent spent 20 minutes of the log on
duration handling calls and was available to handle calls for 40 minutes, the percent utilization
is 50%.
Real Time Data and Real-Time Reports
In real-time, each PG passes current status information to Unified ICM software. This current
(real-time) data, which is kept in the Router's memory, includes data about agents, skill groups,
services, Call Types, trunk groups, and other entities.
Every 15 seconds (by default), the Router forwards the current (in-memory) data to the Distributor
Admin Workstation, where it is stored on a number of real-time tables in the local Admin
Workstation databases and distributed to the Client AWs.
Old real-time data is constantly overwritten by new real-time data.
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 12: Unified ICM/CCE Reporting Concepts
Percent Utilization