User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Call Type Report Templates caltyp22: Call Type Daily Report
Tasks
Offered
The number of tasks that were offered to the call type during the interval.
Tasks offered (Call_Type_Half_Hour.CallsOfferedHalf) = RouterCallsAbandQToHalf +
ErrorCountToHalf + ICRDefaultRoutedToHalf + CallsHandledHalf + OverflowOutHalf +
IncompleteCallsHalf + ShortCallsHalf + NetworkAnnouncementToHalf +
ReturnBusyToHalf + ReturnRingToHalf+ NetworkDefaultRoutedToHalf +
ReturnReleaseToHalf + CallsRONAToHalf + CallRoutedNonAgentToHalf
Note: Calls offered is incremented when a call gets offered to the router. However,
some of the other fields are not incremented until the call is complete. For example, a
call offered at 8:55 might not be done with an agent until 9:05 so that the offered field
would show up in the 8:30 half-hour data, but one of the other fields, like Calls
Handled, would not show up until the 9:00 half-hour data. This means that the
preceding equation will not be necessarily true on a half-hour basis, but could be true
over a day's time (if no calls extend across midnight).
Derived from: Call_Type_Half_Hour.CallsOfferedHalf
Tasks Assigned from Queue
The number of tasks of the call type assigned from the queue to be routed during the
half-hour interval.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Tasks Answered
The number of calls of the call type that were answered by the agent during the
half-hour interval.
Derived from: Call_Type_Half_Hour.CallsAnsweredToHalf
Answer Wait Time
The total answer wait time in seconds for all tasks of this call type that were answered
during the half-hour interval.
Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf
Completed Tasks
The following set of fields contain data only for tasks completed during the selected
interval. See the Note in the preceding "Tasks Offered" field description of this template
description for more information on completed tasks.
Completed Tasks: Total
The number of tasks of the call type that were completed during the half-hour interval.
Derive from: Call_Type_Half_Hour.CallsHandledHalf +
Call_Type_Half_Hour.RouterCallsAbandQToHalf + Call_Type_Half_Hour.Incom-
pleteCallsHalf +
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 +