User Guide

DescriptionTime Increment
"Half" values contain a value for the current half-hour.Half
The current half-hour is defined as the time period falling between xx:00:00 and
xx:29:59, or xx:30:00 and xx:59:59.
For example, if it is currently xx:18:33, the CallsOfferedHalf real-time element
contains a value that reflects the first 18 minutes and 33 seconds of the specific
half-hour. When a new half-hour begins, at time (xx:00:00 or xx:30:00), the database
element is reset to zero.
"Now" contains a snapshot of the activity at a particular instant (the last check).Now
For example, Unified ICM software tracks CallsQNow, which is the number of
calls currently in queue for a service or route.
When a call is answered, the CallsQNow count is reduced immediately by one (-1)
because the call has left the queue. This change is seen at the next real-time update
of the report screen.
The "To5" values track data on a rolling five-minute basis. The rolling five-minute
data employs a"sliding" five-minute window.
To5
The To5 data is updated every three seconds. When the oldest three-second interval
expires, a new three-second interval is added. In this manner, the window is always
placed on the current five-minute interval.
To arrive at values for "Today", Unified ICM software adds the values at the end
of each half-hour interval since midnight. It also counts the values for the current
half-hour.
Today
At the end of each half hour, half-hour data (for example CallsOfferedHalf) is
summed into the Today data.
At midnight, the real-time Today count is cleared in the database. Midnight is
defined using the time of the peripheral.
Real-time reports are generally small, with fewer than 20 rows. They are refreshed by default
every 30 seconds. This refresh rate value is configurable on the Report Wizard Data Settings
tab.
Redirection on No Answer (RONA)
The Redirection on No Answer (RONA) feature ensures that if an agent does not answer a call
within a configurable amount of time, the call is assigned to a different skill group or agent.
The original agent is made Not Ready with a reason code of 32767 so that additional calls are
not routed to that agent.
For agent reporting, you can see how many calls experienced RONA through the Redirect No
Answer report field in agent and skill group reports. A high number of RONA calls for an agent
might indicate that the agent is not responding quickly enough to incoming calls. If multiple
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Chapter 12: Unified ICM/CCE Reporting Concepts
Redirection on No Answer (RONA)