User Guide

IPCC Call Type Report Templates caltyp24: Call Type Real Time All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Service Level Aband Today
The number of tasks of this call type abandoned within the service level since midnight.
For more on service levels, see About_Service_Levels.
Derived from: Call_Type_Real_Time.ServiceLevelAbandToday
Service Level Offered Today
The number of tasks of this call type answered or abandoned or lasting longer than the
SL threshold since midnight. For more on service levels, see About_Service_Levels.
Derived from: Call_Type_Real_Time.ServiceLevelCallsOfferedToday
Service Level Tasks Today
A running total of tasks of this call type answered within the service level today. For
more on service levels, see About_Service_Levels.
Derived from: Call_Type_Real_Time.ServiceLevelCallsToday
Service Level Today
The cumulative ICM service level for this call type since midnight. This is derived from
ServiceLevelCallsToday, ServiceLevelAbandToday, and ServiceLevelCallsOfferedToday
according to the configured Service Level Type. For more on service levels, see
About_Service_Levels.
Derived from: Call_Type_Real_Time.ServiceLevelToday
Talk Time Today
A running total of talk time in HH:MM:SS (hours,minutes,seconds) format for tasks of
this call type ending since midnight.
Derived from: Call_Type_Real_Time.TalkTimeToday
Ans Wait Time 30
The sum of answer wait time in HH:MM:SS (hours,minutes,seconds) format for all
tasks of this call type that were answered during the half-hour interval.
Derived from: Call_Type_Real_Time.AnswerWaitTimeHalf
Handled 30
The total number of tasks of this call type handled during the half-hour interval.
Derived from: Call_Type_Real_Time.CallsHandledHalf
Offered 30
total number of tasks of this call type offered during the half-hour interval.
Derived from: Call_Type_Real_Time.CallsOfferedHalf
Handle Time30
The total handle time in HH:MM:SS (hours,minutes,seconds) format for all tasks of this
call type ending during the half-hour interval.
Derived from: Call_Type_Real_Time.HandleTimeHalf