User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Call Type Report Templates caltyp35: VRU Calls Analysis Half Hour Report
VRU Scripted Trans
The number of the VRU calls marked as routed to agents as a result of normal script
procedure in the half-hour interval.
Derived from: Call_Type_Half_Hour.Call_Type_Half_Hour.VruScriptedXferredCall-
sToHalf
VRU Forced Trans
The number of the VRU calls marked as routed to agents as a result of caller difficulties
in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruForcedXferredCallsToHalf
VRU Other
The number of VRU calls marked with any VRUProgress value other than those listed
above in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruOtherCallsToHalf
Overflow Out
The number of calls overflowed to another call type during the current half-hour
interval. This field increments when a requalify or call type node is executed in the
script.
Note: In IPCC, if the call goes to the IVR before it redirects off the agent’s phone, this
field is updated instead of the RedirectNoAnsCallsToHalf field in the
Skill_Group_Half_Hour table.
Derived from: Call_Type_Half_Hour.OverflowOutHalf
Talk Time
The total talk time in HH:MM:SS (hours, minutes, and seconds) for calls of this call
type ending during the half-hour interval.
Derived from: Call_Type_Half_Hour.TalkTimeHalf
Handle Time
The total handle time in HH:MM:SS (hours, minutes, and seconds) for all calls of this
call type ending during the half-hour interval.
Derived from: Call_Type_Half_Hour.HandleTimeHalf
Wait Time in Queue
The time in HH:MM:SS (hours, minutes, and seconds) that this call type spent in the
Call Router queue during the half-hour interval before being routed to a valid target. (A
valid target could be a skill target, such as an agent, or a network target, such as a
label or busy signal.)
Note: This count includes only calls that exited the queue during the interval. Calls still
in the queue at the end of the interval are not counted.
Derived from: Call_Type_Half_Hour.RouterQueueWaitTimeToHalf
Avg Delay in Queue
The average delay in queue in HH:MM:SS (hours, minutes, and seconds) for calls
removed from the queue during the half- hour interval.
Derived from: Call_Type_Half_Hour.AvgRouterDelayQToHalf