User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Call Type Report Templates caltyp23: Call Type Historical All Fields Report
Handle Time
The total handle time in HH:MM:SS (hours,minutes,seconds) for all tasks of this call
type ending during the half-hour interval.
Derived from: Call_Type_Half_Hour.HandleTimeHalf
Service Level Aban
The total number of tasks of this call type abandoned within the service level threshold
during the half-hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf
Service Level Tasks
The total number of tasks of this call type answered within the ICM service level
threshold during the half-hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelCallsHalf
Service Level Tasks Offered
The total number of tasks of this call type that had service-level events during the
half-hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
Service Level Half
The ICM service level for the call type during the half-hour interval. See
About_Service_Levels for more on service levels.
Derived from: Call_Type_Half_Hour.ServiceLevelHalf
Talk Time Half
The total talk time in HH:MM:SS (hours,minutes,seconds) for tasks of this call type
ending during the half-hour interval.
Derived from: Call_Type_Half_Hour.TalkTimeHalf
Overflow Out Half
Overflow Out calls are those that executed a Requalify or Call Type node and
overflowed to another call type.
Derived from: Call_Type_Half_Hour.OverflowOutHalf
Hold Time To Half
The total hold time in HH:MM:SS (hours,minutes,seconds) for tasks of this call type
ending during the half-hour interval.
Derived from: Call_Type_Half_Hour.HoldTimeToHalf
Incomplete Tasks Half
The total number of tasks that were routed but did not arrive at the PG (Peripheral
Gateway). The computer within the ICM system that communicates directly with the
ACD, PBX, or VRU at a contact center.
Derived from: Call_Type_Half_Hour.IncompleteCallsHalf