User Guide

IPCC Call Type Report Templates caltyp21: Call Type Half Hour Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Completed Tasks: Overflow Out
The number of tasks of the call type that overflowed out of the call type to another call
type during the interval.
Derived from: Call_Type_Half_Hour.OverflowOutHalf
*Completed Tasks: Calls Error
The number of calls for this Call Type that had errors or were incomplete during the
half-hour interval.
Derived from: Call_Type_Half_Hour.ErrorCountToHalf +
Call_Type_Half_Hour.IncompleteCallsHalf
Completed Tasks: Other
The number of tasks of the call type that are Short, have been routed to nonAgent
targets, and/or have been redirected during the half-hour interval.
Derived from: Call_Type_Half_Hour.CallsRONAToHalf +
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf +
Call_Type_Half_Hour.ShortCallsHalf
Completed Tasks: % Queued
The percentage of all handled tasks of the call type that were queued during the half
hour interval.
Derived from: (Call_Type_Half_Hour.CallsQHandledToHalf /
Call_Type_Half_Hour.CallsHandledHalf)
Completed Tasks: % Aban
The percentage of all the tasks that came in to the call type during the half hour that
were abandoned.
Derived from: (Call_Type_Half_Hour.RouterCallsAbandQToHalf /
(Call_Type_Half_Hour.CallsHandledHalf +
Call_Type_Half_Hour.RouterCallsAbandQToHalf + Call_Type_Half_Hour.Incom-
pleteCallsToHalf +
Call_Type_Half_Hour.ReturnBusyToHalf +
Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ICRDefaultRoutedToHalf + Call_Type_Half_Hour.NetworkDe-
faultRoutedToHalf +
Call_Type_Half_Hour.OverflowOutHalf +
Call_Type_Half_Hour.CallsRONAToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf +
Call_Type_Half_Hour.ShortCallsHalf +
Call_Type_Half_Hour.ErrorCountToHalf )
Completed Tasks: Avg Aban Delay Time
The average delay time of abandoned calls in queue for the call type during the current
half-hour interval.
Derived from: Call_Type_Half_Hour.DelayQAbandTimeHalf /
Call_Type_Half_Hour.RouterCallsAbandQToHalf