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 At VRU Now
The number tasks that are currently at the VRU. This includes tasks that are at a VRU prompt and
tasks that are in queue.
In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends
to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM.
In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls
that the CICM sends to VRU1. Calls that the NAM Router itself sends to VRU1 update the call
type metrics in the NAM. Service data for VRU2 is stored in the CICM data base.
Derived from: Call_Type_Real_Time.CallsAtVRUNow
Note In a Unified CCE Gateway deployment, Unified ICM (parent) connected with a Unified CCE
with an IPCC System PG (child) or IPCC 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.
Tasks With Agent Now
The number tasks that are currently with agents but have not yet ended. A task is considered to be
ended after any wrap-up work associated with the task is completed. Applicable to Unified CCE
only.
Derived from: Call_Type_Real_Time.CallsAtAgentNow
Note For the following Router Queue fields in an IPCC Enterprise Gateway deployment, Unified ICM
(parent) connected with a Unified CCE with an IPCC System PG (child) or IPCC 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 Unified CCE child
reports will need to also look at the parent Unified ICM reports for network queuing data.
Router Queue Tasks 30
The number of tasks of this type removed from the CallRouter queue to be routed during the
current half-hour interval.
Derived from: Call_Type_Real_Time.RouterQueueCallsHalf
Router Queue Tasks 5
The number of tasks of this type removed from the CallRouter queue to be routed during the
rolling five-minute interval.
Derived from: Call_Type_Real_Time.RouterQueueCallsTo5
Router Queue Tasks Today
The number of tasks of this type removed from the CallRouter queue to be routed since midnight.
Derived from: Call_Type_Real_Time.RouterQueueCallsToday