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
Note Applies to Unified CCE only, with one exception: this field is also valid for both Unified CCE
and Unified ICM targets that use translation routes.
Router Tasks Aban Q 5
The number of tasks that abandoned in queue during the rolling five-minute interval.
Note Applies to Unified CCE only, with one exception: this field is also valid for both Unified CCE
and Unified ICM targets that use translation routes.
Derived from: Call_Type_Real_Time.RouterCallsAbandQTo5
Router Tasks Aban Q Today
The number of tasks that abandoned in queue since midnight.
Derived from: Call_Type_Real_Time.RouterCallsAbandQToday
Note Applies to Unified CCE only, with one exception: this field is also valid for both Unified CCE
and Unified ICM targets that use translation routes.
Note For the following Tasks Q fields in an IPCC Enterprise Gateway deployment, Unified ICM (parent)
connected with a Unified CCE with an IPCC System PG (child) or Cisco Unified Contact Center Express
(child) through IPCC Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics
in the child. A call center manager who would normally only look at the Unified CCE child reports will
need to also look at the parent Unified ICM reports for network queuing data.
Router Tasks Q Now
The time spent in queue for this type, currently in the CallRouter queue. This value is in
HH:MM:SS (hours, minutes, seconds).
Derived from: Call_Type_Real_Time.RouterCallsQNow
Router Tasks Q Now Time
The time in HH:MM:SS (hours, minutes, seconds) spent in queue for all tasks of this type currently
in the CallRouter queue.
Derived from: Call_Type_Real_Time.RouterCallsQNowTime
Longest Task Q
The time that the longest currently queued task for this call type entered the CallRouter queue.
Derived from: Call_Type_Real_Time.RouterLongestCallQ