Network VRU and Call Type Metrics
All of the Call Type metrics apply to both Unified CCE and Unified ICM. In Unified CCE systems, Answer Wait Time, ASA, and Service Level include both the time spent in the network queue and the time spent in the ACD queue.
The measurement of Answer Wait Time for a call begins when the call is queued. 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.
With regard to ICM-Not-TR systems, the Call Type abandoned metrics allow you to determine the number of calls that abandoned while queued in the CallRouter, but they do not allow you to determine the number of calls that abandoned while in self service, nor the number of calls that were abandoned after they leave the VRU and before an agent answers them. The Call Type answered metrics are always zero. The Call Type Service Level metrics are meaningless and can be ignored.
The following table shows the fields in the Call_Type_Real_Time table that affect reporting metrics by metric category:
|
Queued Metrics |
At VRU Metrics/ Answered Metrics |
Service Level Metrics |
Abandoned Metrics |
|---|---|---|---|
|
AvgRouterDelayQHalf AvgRouterDelayQNow AvgRouterDelayQTo5 AvgRouterDelayQToday CallsLeftQTo5 CallsAtVRUNow RouterCallsQNow RouterCallsQNowTime RouterLongestCallQ RouterQueueCallsHalf RouterQueueCallsTo5 RouterQueueCallsToday RouterQueueWaitTimeHalf RouterQueueWaitTimeTo5 RouterQueueWaitTimeToday ServiceLevelCallsQHeld |
At VRU : CallsAtVRUNow Answered: AnsweredWaitTimeHalf AnswerWaitTimeTo5 AnswerWaitTimeToday CallsAnsweredHalf CallsAnsweredTo5 CallsAnsweredToday CallsAtAgentNow |
ServiceLevelAbandHalf ServiceLevelAbandTo5 ServiceLevelAbandToday ServiceLevelCallsHalf ServiceLevelCallsTo5 ServiceLevelCallsToday ServiceLevelCallsOfferedHalf ServiceLevelCallsOfferedTo5 ServiceLevelCallsOfferedToday ServiceLevelHalf ServiceLevelTo5 ServiceLevelToday |
CallDelayAbandTimeHalf CallDelayAbandTimeTo5 CallDelayAbandTimeToday CTDelayAbandTimeHalf CTDelayAbandTimeTo5 CTDelayAbandTimeToday DelayAgentAbandTimeHalf DelayAgentAbandTimeTo55 DelayAgentAbandTimeToday DelayQAbandTimeHalf DelayQAbandTimeTo5 DelayQAbandTimeToday RouterCallsAbandQHalf RouterCallsAbandQTo5 RouterCallsAbandQToday RouterCallsAbandToAgentHalf RouterCallsAbandToAgentTo5 RouterCallsAbandToAgentToday TotalCallsAbandHalf TotalCallsAbandTo5 TotalCallsAbandToday |
The following table shows the fields (by metric category) in the Call_Type_Interval table that affect reporting metrics:
|
Queued Metrics |
At VRU Metrics/ Answered Metrics |
Service Level Metrics |
Abandoned Metrics |
|---|---|---|---|
|
AvgRouterDelayQ CallsQHandled RouterQueueCalls RouterQueueCallType Limit RouterQueueGlobalLimit RouterQueueWaitTime |
At VRU : CTVRUTime VRUTime Answered: AnsInterval1 - AnsInterval10 AnswerWaitTime CallsAnswered |
ServiceLevelAband ServiceLevelCalls ServieLevelCallsOffered ServiceLevel |
AbandInterval1 - AbandInterval10 CallDelayAbandTime CTDelayAbandTime DelayAgentAbandTime DelayQAbandTime RouterCallsAbandQ RouterCallsAbandToAgent TotalCallsAband |
For additional information on the Call_Type_Real_Time and Call_Type_Interval table fields, see the Database Schema Handbook for Cisco Unified Contact Center Enterprise.
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