User Guide

CHAPTER
2-1
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
2
CallType Reports
A call type is a category of incoming routable tasks. Each call type has a schedule that determines which
routing script or scripts are active for that call type at any time. In a Unified CCE environment, this
category provides the most complete view of the customer's experience.
There are two classes of call types: voice (phone calls) and non voice (for example, e-mail and text chat).
Voice call types are categorized by the dialed number (DN), the caller-entered digits (CED), and the
calling line ID (CLID). Non voice call types are categorized by the Script Type Selector, Application
String 1, and Application String 2.
In a Unified CCE system, use the call type reports to ensure that your system is performing optimally.
Do tasks go through as planned or could there be error conditions? For example, in your reports, you
might want to display data such as the number of tasks of a certain call type that used default routing
during a specified interval.
Also use the call type reports to measure a customer's experience from the initial request to the call
completion and to get insight into the beginning-to-end customer experience. This section includes:
• Summary List of Call Type Reports, page 2-1
• Unified CCE Call Type Real-Time Reports, page 2-3
• Unified CCE Call Type Historical Reports, page 2-28
Summary List of Call Type Reports
The following table lists all the WebView Unified ICM Call Type report templates that can be used in a
Unified CCE environment. Click the template name for a detailed description.
Template
Name
Applicable
Environment
Type Description
caltyp04: Call Type
Service Levels real-time
Report, page 2-4
Unified CCE, Unified
ICM
real-time graph Service levels since the end of
the last 5 minute interval,
half-hour interval, and since
midnight.
caltyp05: Analysis of
Calls Half Hour Report,
page 2-28
Unified CCE, Unified
ICM
historical table Routing and queuing details
for calls during the half-hour
interval.