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
Note 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 Offered Today
The number of tasks of this call type answered or abandoned or lasting longer than the SL
threshold since midnight.
Derived from: Call_Type_Real_Time.ServiceLevelCallsOfferedToday
Service Level Tasks Today
A running total of tasks of this call type answered within the service level today.
Derived from: Call_Type_Real_Time.ServiceLevelCallsToday
Service Level RONA Today
The total number of tasks of the call type that redirected on no answer within the service level since
midnight.
Derived from: Call_Type_Real_Time.ServiceLevelRONAToday
Service Level Error Today
The total number of tasks of the call type that ended in error state within the service level since
midnight.
Derived from: Call_Type_Real_Time.ServiceLevelErrorToday
Service Level Today
The cumulative Unified ICME/CCE service level for this call type since midnight. This is derived
from ServiceLevelCallsToday, ServiceLevelAbandToday, and ServiceLevelCallsOfferedToday
according to the configured Service Level Type.
Derived from: Call_Type_Real_Time.ServiceLevelToday
Talk Time Today
A running total of talk time in HH:MM:SS (hours, minutes, seconds) format for tasks of this call
type ending since midnight.
Derived from: Call_Type_Real_Time.TalkTimeToday
Ans Wait Time 30
The sum of answer wait time in HH:MM:SS (hours, minutes, seconds) format for all tasks of this
call type that were answered during the half-hour interval.
Derived from: Call_Type_Real_Time.AnswerWaitTimeHalf