User Guide

2-17
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 Time 5
The total handle time in HH:MM:SS (hours, minutes, seconds) format for all tasks of this call type
ending during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.HandleTimeTo5
Note For the following Service level fields: With the existence of a network VRU, for Unified CCE
and Unified ICM systems in which calls are translation-routed, 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.
Service Level Aban5
The number of tasks of this call type abandoned within the service level during the rolling
five-minute interval.
Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5
Service Level Offered5
The number of tasks of the call type answered or abandoned or lasting longer than the SL threshold
during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.ServiceLevelCallsOfferedTo5
Service Level Tasks5
The total number of tasks of the call type answered within the service level during the five-minute
interval.
Derived from: Call_Type_Real_Time.ServiceLevelCallsTo5
Service Level RONA5
The total number of tasks of the call type that redirected on no answer within the service level
during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.ServiceLevelRONATo5
Service Level 5
The Unified ICM/Unified CCE service level during the rolling five-minute interval. This is derived
from ServiceLevelCallsTo5, ServiceLevelAbandTo5 and ServiceLevelCallsOfferedTo5 according
to the configured Service Level Type.
Derived from: Call_Type_Real_Time.ServiceLevelTo5
Talk Time5
The total talk time in HH:MM:SS (hours, minutes, seconds) format for tasks of this call type
ending during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.TalkTimeTo5