User Guide

2-5
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
caltyp20: Call Type real-time Report
See Caltyp20, page 10-26 for an illustration of this report.
Overview:
Subject A table of all the selected call types showing the current status of each
Purpose To show the current status of call types
Applicable environment Unified CCE, Unified ICM
Template type Real-time table
Default sort order By call type
Drilldowns available No
Schema database tables Call_Type
Call_Type_Real_Time
Data:
Enterprise Name
The enterprise name for the call type.
Derived from: Call_Type.EnterpriseName
ASA5
Average Speed of Answer during the rolli
ng five minute interval. The total Answer Time for all
tasks of the call type divided by the number of tasks of this type answered during the current
5-minute interval.
Derived from: (Call_Type_Real_Time.AnswerWaitTimeTo5 /
Call
_Type_Real_Time.CallsAnsweredTo5)
Tasks Now VRU (not Q)
The number of tasks in Run VRUScript or Wait state. This represents the number
of tasks at VRU
prompting or self service.
Derived from: Call_Type_Real_Time.CallsAtVRUNow -
Call_Type_Real_Time.RouterCallsQNow
Tasks Now Queue
The number of tasks currently in the queue.
Derived from: Call_Type_Real_Time.RouterCallsQNow