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
Data:
Enterprise Name
The enterprise name for the call type.
Derived from: Call_Type.EnterpriseName
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: CCall_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 dynam
ic. That is, the interval headers
can be configured and changed by you 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. See Call Type Interval Reporting for more
information.
All of the interval fields except the first one
is calculated from the database. The
formula is: Value for interval field n = Value of Call_Type_Half_Hour.[Ans or
Aband]Interval[n] + Value for field n-1.
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 will
negatively impact the Service Level.
< Interval 1: Ans
The number of calls answered up to interv
al 1. The system default interval 1 is 8
seconds. For example: < 00:08
Derived from: Call_Type_Half_Hour.AnsInterval1
< Interval 1: Aban
The number of calls abandoned up to interval 1. The system default interval 1 is 8
seconds. F
or example: < 00:08
Derived from: Call_Type_Half_Ho
ur.AbandInterval1