User Guide

2-4
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 2 CallType Reports
Unified CCE Call Type Real-Time Reports
caltyp04: Call Type Service Levels real-time Report
See Caltyp04, page 10-25 for an illustration of this report.
Overview:
Subject A bar graph of selected call types showing their service levels since the
end of the last 5-minute and half-hour intervals, and since midnight.
Purpose To display the call type service level st
atus for the day, for the current
five minutes, and for the current half hour.
Applicable environment Unified CCE, Unified ICM
Template type Real-time bar graph
Default sort order By call type
Drilldowns available No
Schema database tables Call_Type
Call_Type_Real_Time
Data:
Call Type
A call type is a category of incoming tasks wh
ich is based on the dialed number (DN), the
caller-entered digits (CED), and the calling line ID (CLID).
Each call type has a schedule that det
ermines which routing script or scripts are active for that call
type at any time. In 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.
Derived from: Call_Type.EnterpriseName
Last 5 mins
The service level for tasks handled during the rolling five-minute interval. The service level
calculation is ba
sed on the service level type configuration.
Derived from: Call_Type_Real_Time.ServiceLevelTo5
Current 30 mins
The service level for tasks handled
for the current half-hour. The service level calculation is based
on the service level type configuration.
Derived from: Call_Type_Real_Time.ServiceLevelHalf
For the Day
The service level for tasks handled since midnight. The service
level calculation is based on the
service level type configuration.
Derived from: Call_Type_Real_Time.ServiceLevelToday