User Guide

IPCC Call Type Report Templates caltyp23: Call Type Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Network Default Routed
The number of tasks of this type for which the IXC (IntereXchange Carrier, the
telephone company providing connections between local exchanges in different
geographic areas) used default routing during the current half-hour interval.
Derived from: Call_Type_Half_Hour.NetworkDefaultRoutedToHalf
Return Busy
The number of tasks of this type that the ICM software routed to the Busy target during
the half-hour interval.
Derived from: Call_Type_Half_Hour.ReturnBusyToHalf
Return Ring
The number of tasks of this type that the ICM software routed to the Ring target during
the half-hour interval.
Derived from: Call_Type_Half_Hour.ReturnRingToHalf
Network Announcement
The number of tasks routed with an announcement node during the half-hour period.
Derived from: Call_Type_Half_Hour.NetworkAnnouncementToHalf
Answer Wait Time
The sum of answer wait time in HH:MM:SS (hours,minutes,seconds) for all tasks
answered for the call type during the half-hour interval.
Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf
Tasks Handled
The total number of tasks handled to completion for the call type during the half-hour
interval.
Derived from: Call_Type_Half_Hour.CallsHandledHalf
Tasks Offered
Tasks that have been offered to this 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