Cisco Unified Intelligent Contact Management Enterprise

Document ID: 22154

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Explanation of Average Talk Time
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Related Information

Introduction

This document describes how the Nortel Meridian Automatic Call Distributor (ACD) calculates Average Talk Time and how to obtain the same value in Cisco Intelligent Contact Management (ICM).

Prerequisites

Requirements

Readers of this document should have knowledge of these topics:

• Contact Center terminology

• Cisco ICM reporting

• Cisco ICM database schema

• Nortel Meridian reporting statistics

• Microsoft SQL query utilities

Components Used

The information in this document is based on these software and hardware versions:

• Cisco ICM version 4.5.x and later

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

For more information on document conventions, refer to the Cisco Technical Tips Conventions.

Explanation of Average Talk Time

In the Nortel Meridian ACD, the Average Talk Time is displayed in the AvgACDTalkTime field, which comprises Talk Time and Hold Time. The Nortel Meridian Report contains the AvgACDTalkTime field. In an ICM environment, the equivalent data is commonly compared directly with the AvgHandledCallsTalkTimeToHalf value in the Skill_Group_Half_Hour table. This value does not include Hold Time. In order to include Hold Time, use this formula against the ICM Skill_Group_Half_Hour table, which calculates a value in the ICM data that equates to the AvgACDTalkTime in the Nortel Meridian:

(HandledCallsTalkTimeToHalf + IncomingCallsOnHoldTimeToHalf) / CallsHandledToHalf

Here is a sample SQL query that you can use to pull this information through one of the MSSQL query utilities:

select SkillTargetID, 
 
    DateTime, 
    HandledCallsTalkTimeToHalf, 
    IncomingCallsOnHoldTimeToHalf, 
    CallsHandledToHalf 
 
from t_Skill_Group_Half_Hour 
 
where DateTime between '05/01/02 14:00' and '05/01/02 14:30'

This sample query lists all the half-hour records for the specified time frame. The SkillTargetID is the ID assigned to the skillgroup, as configured in ICM. You can further limit the query to a single SkillTargetID or multiple SkillTargetIDs. For this, you must add an appropriate filter in the "where" clause, as shown here:

select SkillTargetID, 
 
    DateTime, 
    HandledCallsTalkTimeToHalf, 
    IncomingCallsOnHoldTimeToHalf, 
    CallsHandledToHalf 
 
from t_Skill_Group_Half_Hour 
 
where DateTime between  '05/01/02 14:00' and '05/01/02 14:30' and 
 
    SkillTargetID in (5000, 5002, 5100)

For more information on the fields in the Skill_Group_Half_Hour table, refer to the Cisco ICM Software Database Schema Handbook.

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Related Information

• Cisco ICM Software Database Schema Handbook
• Technical Support & Documentation - Cisco Systems