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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Call Type Report Templates caltyp24: Call Type Real Time All Fields Report
Service Level Offered5
The number of tasks of the call type answered or abandoned or lasting longer than the
SL threshold during the five-minute interval. For more on service levels, see
About_Service_Levels.
Derived from: Call_Type_Real_Time.ServiceLevelCallsOfferedTo5
Service Level Tasks5
The total number of tasks of the call type answered within the service level during the
five-minute interval. For more on service levels, see About_Service_Levels.
Derived from: Call_Type_Real_Time.ServiceLevelCallsTo5
Service Level 5
The ICM service level during the five-minute interval. This is derived from
ServiceLevelCallsTo5, ServiceLevelAbandTo5 and ServiceLevelCallsOfferedTo5
according to the configured Service Level Type. For more on service levels, see
About_Service_Levels.
Derived from: Call_Type_Real_Time.ServiceLevelTo5
Talk Time5
The total talk time in HH:MM:SS (hours,minutes,seconds) format for tasks of this call
type ending during the five-minute interval.
Derived from: Call_Type_Real_Time.TalkTimeTo5
SL Tasks Q Held
The number of tasks of this call type that had been in queue longer than the service
level threshold since midnight.
Derived from: Call_Type_Real_Time.ServiceLevelCallsQHeld
Ans Wait Time Today
The sum of answer wait time in HH:MM:SS (hours,minutes,seconds) format for all
tasks of this call type answered since midnight.
Derived from: Call_Type_Real_Time.AnswerWaitTimeToday
Handled Today
A running total of tasks of this call type handled to completion by the call type since
midnight.
Derived from: Call_Type_Real_Time.CallsHandledToday
Offered Today
A running total of tasks offered to this call type since midnight.
Derived from: Call_Type_Real_Time.CallsOfferedToday
Handle Time Today
The total handle time in HH:MM:SS (hours,minutes,seconds) format for all tasks of this
call type ending since midnight.
Derived from: Call_Type_Real_Time.HandleTimeToday