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)
Recovery Key
A value used internally by the ICM software to track virtual time.
Derived from: Call_Type_Half_Hour.RecoveryKey
Short Tasks
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
Delay Q Aban Time Half
The total delay time of abandoned calls in queue for this call type during the current
half-hour interval.
Derived from: Call_Type_Half_Hour.DelayQAbandTimeHalf
Tasks Ans
The count of calls that were answered by the agent in the half-hour interval.
Derived from: Call_Type_Half_Hour.CallsAnsweredToHalf
Tasks No Agents
The number of calls that are sent to targets where the router has NOT picked an agent
explicitly and it has not used a Translation Route in the half-hour interval.
Derived from: Call_Type_Half_Hour.CallsRoutedNonAgentToHalf
Tasks No Ans
The number of calls that were redirected because the agent did not answer the call
during the half-hour interval.
Derived from: Call_Type_Half_Hour.CallsRONAToHalf
Tasks Release
The count of calls that executed the Release node in their routing script in the half-hour
interval.
Derived from: Call_Type_Half_Hour.ReturnReleaseToHalf
Tasks Q Handled
The count of handled calls that were queued in the half-hour interval.
Derived from: Call_Type_Half_Hour.CallsQHandledToHalf
VRU Unhandled
The count of calls that were marked as Offered to the VRU but not handled in the
half-hour interval.
Derived from: Call_Type_Half_Hour.VruUnhandledCallsToHalf
VRU Handled
The count of VRU calls that were marked as handled at the VRU in the half-hour
interval.
Derived from: Call_Type_Half_Hour.VruHandledCallsToHalf