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
Handled 5
The number of tasks of this call type handled for the service ending during the rolling five-minute
interval.
Derived from: Call_Type_Real_Time.CallsHandledTo5
Left Q 5
The total number of tasks of this call type that were removed from queue during the rolling
five-minute interval (used to calculate expected delay).
Derived from: Call_Type_Real_Time.CallsLeftQTo5
Note 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 the IPCC child reports will need to also look at the
parent Unified ICM reports for network queuing data.
Offered 5
The number of tasks of this call type offered during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.CallsOfferedTo5
CT Delay Total Aban Time 5
The total time spent by all abandoned tasks that ended in this call type during the rolling
five-minute interval. A task can span multiple call types; this includes only the time spent in this
call type and not all call types.
Derived from: Call_Type_Real_Time.CTDelayAbandTimeTo5
CT Delay Total Aban Time 30
The total time spent by all abandoned tasks that ended in this call type in the current half hour
interval. A task can span multiple call types; this includes only the time spent in this call type and
not all call types.
Derived from: Call_Type_Real_Time.CTDelayAbandTimeHalf
CT Delay Total Aban Time Today
The total time spent by all abandoned tasks that ended in this call type since midnight. A task can
span multiple call types; this includes only the time spent in this call type and not all call types.
Derived from: Call_Type_Real_Time.CTDelayAbandTimeToday
Delay Total Aban Time 5
The total time spent by all abandoned tasks that ended in this call type during the rolling
five-minute interval. A task can span multiple call types; this includes the total time spent in all call
types.
Derived from: Call_Type_Real_Time.CallDelayAbandTimeTo5