User Guide

2-14
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
Router Queue Wait Time 30
The time in HH:MM:SS (hours,minutes,seconds) format that tasks of this type spent in the
CallRouter queue during the current half-hour interval.
Derived from: Call_Type_Real_Time.RouterQueueWaitTimeHalf
Router Queue Wait Time 5
The time in HH:MM:SS (hours, minutes, seconds) format that tasks of this type spent in the
CallRouter queue during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.RouterQueueWaitTimeTo5
Router Queue Wait Time Today
The time in HH:MM:SS (hours, minutes, seconds) format that tasks of this type spent in the
CallRouter queue since midnight.
Derived from: Call_Type_Real_Time.RouterQueueWaitTimeToday
Script ID
The script currently scheduled for the call type.
Derived from: Call_Type_Real_Time.ScriptID
Network Announcement 30
The number of tasks routed with an announcement node during the half-hour period.
Derived from: Call_Type_Real_Time.NetworkAnnouncementToHalf
Network Announcement Today
The number of tasks routed with an announcement node today.
Derived from: Call_Type_Real_Time.NetworkAnnouncementToday
Answer Wait Time 5
The sum of answer wait time in HH:MM:SS (hours, minutes, seconds) format for all tasks
answered for this call type during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.AnswerWaitTimeTo5
Note With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls
are translation-routed, the measurement of Answer Wait Time for a call begins when the call is
queued, whereas the measurement of Service Level begins when the call arrives at the routing
script, or when its call type is changed.
This means that if self-service is performed on a call
before the call is queued to an agent, the routing script must be set up to change the call type of
the call when self-service is completed.
Otherwise, the time spent in self-service will negatively
impact the Service Level.