User Guide

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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 Aban30
The total number of tasks of this call type abandoned within the service level threshold
during the half-hour interval. For more on service levels, see About_Service_Levels.
Derived from: Call_Type_Real_Time.ServiceLevelAbandHalf
Service Level Tasks30
The total number of tasks of this call type answered within the ICM service level
threshold during the half-hour interval. For more on service levels, see
About_Service_Levels.
Derived from: Call_Type_Real_Time.ServiceLevelCallsHalf
Service Level Offered30
The number of tasks of the call type answered or abandoned or lasting longer than the
SL threshold during the half-hour interval. For more on service levels, see
About_Service_Levels.
Derived from: Call_Type_Real_Time.ServiceLevelCallsOfferedHalf
Service Level 30
The ICM service level for this call type during the half-hour interval. For more on
service levels, see About_Service_Levels.
Derived from: Call_Type_Real_Time.ServiceLevelHalf
Talk Time 30
The total talk time in HH:MM:SS (hours,minutes,seconds) format for tasks of this call
type ending during the half-hour interval.
Derived from: Call_Type_Real_Time.TalkTimeHalf
Hold Time 5
The total hold time in HH:MM:SS (hours,minutes,seconds) format for tasks of this call
type ending during the current five-minute interval.
Derived from: Call_Type_Real_Time.HoldTimeTo5
Hold Time 30
The total hold time in HH:MM:SS (hours,minutes,seconds) format for tasks of this call
type ending during the current half-hour interval.
Derived from: Call_Type_Real_Time.HoldTimeHalf
Hold Time Today
The total hold time in HH:MM:SS (hours,minutes,seconds) format for tasks of this call
type ending since midnight.
Derived from: Call_Type_Real_Time.HoldTimeToday
Overflow Out 30
The number of tasks of this call type overflowed out of a service to another call type
during the current half-hour interval. This field increments when a requalify or call type
node is executed in the script.
Derived from: Call_Type_Real_Time.OverflowOutHalf