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 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 30
The total number of tasks of this call type handled during the half-hour interval.
Derived from: Call_Type_Real_Time.CallsHandledHalf
Offered 30
The total number of tasks of this call type offered during the half-hour interval.
Derived from: Call_Type_Real_Time.CallsOfferedHalf
Handle Time30
The total handle time in HH:MM:SS (hours, minutes, seconds) format for all tasks of this call type
ending during the half-hour interval.
Derived from: Call_Type_Real_Time.HandleTimeHalf
Service Level Aban30
The total number of tasks of this call type abandoned within the service level threshold during the
current half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLevelAbandHalf
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 Tasks30
The total number of tasks of this call type answered within the Unified ICME/CCE service level
threshold during the current half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLevelCallsHalf
Service Level Offered30
The number of tasks of the call type answered or abandoned or lasting longer than the SL threshold
during the current half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLevelCallsOfferedHalf