Cisco Systems ICM Software Version 4.5 One report provides real-time data such as calls offered, calls, The other report displays the same data for the PremiumSales, 2.4.2. Analyzing the Data

Monitor ICR Reporting Scenario 45
2. Admin Workstation
level over the last half-hour. To further investigate the problem, you
open two additional call analysis reports:
 One report provides real-time data such as calls offered, calls
abandoned, average speed of answer, and service levels for the
PremiumSales enterprise service.
 The other report displays the same data for the PremiumSales
enterprise service, but historically over the last two weeks.
You now have three reports on the screen, each displaying a different set
of data for the PremiumSales enterprise service. Figure 12 shows an
example.
Figure 12: Sample Report
2.4.2. Analyzing the Data
As you analyze the historical data, a trend becomes obvious: between
3:00 and 5:00 P.M. each day, the number of calls offered to the
PremiumSales enterprise service increases dramatically. Since agents
become increasingly busy during this time, calls are being held longer
than necessary, which consequently causes the service level to drop.