User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)

Chapter 2 CallType Reports

Unified CCE Call Type Historical Reports

caltyp37: Call Type Service Level Abandons Daily Report

See Caltyp37, page 10-32 for an illustration of this report.

Overview:

Subject Line graph of tasks abandoned within Service Level for Call Types per

day.

Purpose Provides a graphical representation of t

rends in the number of abandoned

calls within the call type service level threshold, for selected call types

Applicable environment Unified CCE only

Template type Historical line graph

Default sort order By date and time

Drilldowns available No

Schema database tables Call_Type

Call_Type_Half_Hour

Data:

CallType Name

The enterprise name for the call type.

Derived from: Call_Type.EnterpriseName

Service Level Abandons

The number of tasks abandoned within the Service Level for the specified call type per day.

Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf

Note With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls

are translation-routed, the measurement of Service Level begins when the call arrives at the

routing script, or when its call type is changed. This means that if self-service

is performed on

a call before the call is queued to an agent, the routing script must be set up to change the call

type of the call when self-service is completed. Otherwise, the time spent in self-service will

negatively impact the Service Level.

How OverFlowOut is Incremented in Call Type Reports

Call types reports, both real-time and Historical, might seem to not peg correctly, based on the call