User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 2 CallType Reports
IPCC Call Type Historical Reports
DateTime
The date and time for when the call type inte
rval data was generated in MM/DD/YYYY
(month, day, year) and HH:MM:SS (hours, minutes, seconds) format. For every half
hour in the selected time period there is summary row for each selected call type.
Derived from: Call_Type_Half_Hour.DateTime
ASA
The Average Speed of Answer. The average answe
r wait time from when first queue to
skill group or LAA select node was executed for this call to when this call was answered.
This is an important measure of service quality because the time can vary, even over
the course of one day, due to call volumes and staff levels.
Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf)/
Call_Type_Half_Hour.CallsAnsweredToHalf
Avg Aban Delay
The average delay time for all abandoned tasks for this call type during the current
half
-hour interval.
Derived from: Call_Type_Half_Hour.CallDelayAbandTimeToHalf/
Call
_Type_Half_Hour.TotalCallsAbandToHalf
Interval Report Headers
The interval column headers in the report are dynamic. That is, you can change and
conf
igure the interval headers in the ICM Configuration Manager. They are stored in
and are derived from the Bucket_Interval Schema database table, which is linked to
the Call_Type_Half_Hour table.
Note • For the following Interval fields, with the existence of a network VRU, for IPCC and for
ICM systems in which calls are translation-routed, the measurement of Answer Wait Time
for a call begins when the call is queued, whereas the measurement of Service Level
begins when the call arrives at the routing script, or when its call type is changed.
This
means that if self-service is performed on a call before the call is queued to an agent, the
routing script must be set up to change the call type of the call when self-service is
completed. Otherwise, the time spent in self-service negatively impacts the Service
Level.
• F
or the AbandInterval fields, the measurement of time begins when the call arrives at the
router till the time the router receives the TCD. When the call type is changed, these
fields also include the time spent in the previous call type
00 - Interval 1: Ans
The number of calls answered between the time set to begin
measuring the time and
interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08
Derived from: Call_Type_Half_Hour.AnsInterval1
00 - Interval 1: Aban
The number of calls abandoned between the tim
e set to begin measuring the time and
interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08
Derived from: Call_Type_Half_Ho
ur.AbandInterval1