09-23-2013 08:34 PM - edited 03-14-2019 12:28 PM
Hi All - Can you guide me from which field i can get Calls Abandoned After Service Level Threshold in ICM 8.5
SIVANESAN R
Solved! Go to Solution.
09-24-2013 09:16 AM
There are two ways to get this information...
-Jameson
09-24-2013 09:16 AM
There are two ways to get this information...
-Jameson
09-24-2013 09:42 AM
Hi Jameson - Thanks for your Reply I got the exact value as per above formulae , I need few clarification on below Fields.
I am developing Query for customized Template for CUIC, Can you please help me out How i can take ACW Time, ACHT and Active Time here nothing but Handled Time?
Agent Active Time = (LOGIN HOURS - Not Active Time)
Not Active Time =( AUX TIME + HOLD TIME + ACW TIME)
Utilization =( Talk Time/ ( Active Time - (HOLD TIME + ACW TIME)))
Talk time = ( calls Handled * ACHT)
SIVANESAN R
09-24-2013 11:37 AM
If you haven't already, make sure you've downloaded the ICM schema guide:
http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_technical_reference_list.html
Also, check out the WebView templates for CUIC if you haven't yet, one of those may be a good start point for you:
http://developer.cisco.com/web/ccr/documentation
I'm assuming "ACW Time" = After Call Work Time. Is ACHT = Average Call Handle Time?
Keep in mind that Call Handle Time includes Wrapup Time and Hold Time in it.
What is "AUX TIME"?
You shouldn't need to calculate Talk Time, it's in the Agent_Skill_Group_Half_Hour table as HandledCallsTalkTimeToHalf.
Can you clarify your question:
Sivanesan Rethinam wrote:
How i can take ACW Time, ACHT and Active Time here nothing but Handled Time?
I'm not sure what you're trying to ask.
-Jameson
09-24-2013 12:52 PM
I'd also suggest the Reporting Guide for the applicable version....
http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_user_guide_list.html
09-25-2013 05:54 AM
Hi - I need to get wrauptime and ACHT for agent utilization, Please let me know from which table/fields i can get this data.
SIVANESAN R
09-25-2013 05:54 AM
Hi - I need to get wrauptime and ACHT for agent utilization, Please let me know from which table/fields i can get this data.
SIVANESAN R
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