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 Real-Time Reports
Tasks Now Unified CCE Agent
The number of tasks that have been routed to Unified CCE agents but are not yet ended. This
column is incremented when the call is answered and decremented when the call ends, i.e., after
wrap up has completed, if applicable.
Derived from: Call_Type_Real_Time.CallsAtAgentNow
Longest Queued
The time spent in queue for the longest currently queued task, measured in HH:MM:SS
(hours,minutes,seconds) format. The time is calculated by subtracting the time when the task
entered the queue from the current time.
Service Level
The Unified ICME/ CCE service level for the rolling five minute interval.
Derived from: Call_Type_Half_Hour.ServiceLevelTo5
Tasks Offered5
The number of tasks of this call type offered during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.CallsOfferedTo5
Tasks Handled5
The number of tasks of this call type handled for the call type ending during the rolling five minute
interval.
Derived from: Call_Type_Real_Time.CallsHandledTo5
Tasks Aban5
The number of tasks abandoned at the IVR during the rolling five minute interval, while offered to
the agent and on route to the agent.
Derived from: Call_Type_Real_Time.TotalCallsAbandTo5
Aban Within Service Level
The number of tasks abandoned before the service level timer expired.
Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5
Default Label
The number of tasks of this type used by the software as default routing for during the half-hour
interval.
Derived from: Call_Type_Real_Time.ICRDefaultRoutedtoHalf
Network Routed
The number of tasks of this type for which the IXC used default routing during the current
half-hour interval. For pre-routed tasks, the carrier decides where to route the task.
Derived from: Call_Type_Real_Time.NetworkDefaultRoutedToHalf