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
SL Tasks Q Held
The number of tasks of this call type that had been in queue longer than the service level threshold
since midnight.
Derived from: Call_Type_Real_Time.ServiceLevelCallsQHeld
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 Unified CCE child reports will need to also look
at the parent Unified ICM reports for network queuing data.
Ans Wait Time Today
The sum of answer wait time in HH:MM:SS (hours, minutes, seconds) format for all tasks of this
call type answered since midnight.
Derived from: Call_Type_Real_Time.AnswerWaitTimeToday
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.
Handled Today
A running total of tasks of this call type handled to completion by the call type since midnight.
Derived from: Call_Type_Real_Time.CallsHandledToday
Offered Today
A running total of tasks offered to this call type since midnight.
Derived from: Call_Type_Real_Time.CallsOfferedToday
Handle Time Today
The total handle time in HH:MM:SS (hours, minutes, seconds) format for all tasks of this call type
ending since midnight.
Derived from: Call_Type_Real_Time.HandleTimeToday
Service Level Aban Today
The number of tasks of this call type abandoned within the service level since midnight.
Derived from: Call_Type_Real_Time.ServiceLevelAbandToday