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
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
*Completed Tasks: Short Calls
The number of calls abandoned during the CallTypeAbandonCallWaitTime. Calls
abandoned after this time period are counted as Abandoned, not Short Calls.
Derived from: Call_Type_Half_Hour.ShortCallsHalf
Call Type Summary
The totals for each field, with the exception of the service level fields (which contain
percentage values), for each call type.
Report Summary
The totals for each field for all call types in the report, with the exception of the service
level fields (which contain percentage values).