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
Data:
Enterprise Name
The enterprise name for the call type and its ID number.
Derived from: Call_Type.EnterpriseName + Call_Type.CallTypeID
DateTime
The Central Controller date and time at the start of the interval when the row was generated in
MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.
Derived from: Call_Type_Real_Time.DateTime
Note For the following Avg Router Delay Q fields in a Unified ICME deployment with an IPCC
System PG, network queuing data is not available in the ‘child’ reports or in the child
agent/supervisor desktop. A call center manager who would normally only look at the child
reports will need to also look at the parent Unified ICM reports for network queuing data.
Avg Router Delay Q 30
The average number of seconds spent in the CallRouter queue for tasks of this type that were
removed from the queue during the current half-hour interval.
Derived from: Call_Type_Real_Time.AvgRouterDelayQHalf
Avg Router Delay Q Now
The average number of seconds spent in the CallRouter queue for tasks of this type that are
currently in queue.
Derived from: Call_Type_Real_Time.AvgRouterDelayQNow
Avg Router Delay Q 5
The average number of seconds spent in the CallRouter queue for tasks of this type that were
removed from the queue during the five-minute interval.
Derived from: Call_Type_Real_Time.AvgRouterDelayQTo5
Avg Router Delay Q Today
The average number of seconds spent in the CallRouter queue for tasks of this type that were
removed from the queue since midnight.
Derived from: Call_Type_Real_Time.AvgRouterDelayQToday
Applicable environment Unified CCE, Unified ICM
Template type Real-time table
Drilldowns available No
Schema database table Call_Type
Call_Type_Real_Time