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Real-Time and Historical Templates 257
8. Template Reference
Calls Abandoned – Half-Hour and Today (Nca). The number and
percentage of calls in which the caller hung up before being
connected with an agent.
Cumulative Service Level – Half-Hour and Today (Csl). The
percentage of incoming calls to the gate during the interval that were
answered within a specified threshold.
% ICR Routed Calls – Hour and Today (%ICR). The number or
percentage of calls that were routed by the G
EOTEL Intelligent
CallRouter. The ICR tracks the number of ICR-routed calls in the
CallsRoutedHalf fields of the central and local databases.
Example