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
Service Level RONA30
The total number of tasks of the call type that redirected on no answer within the service level
during the current half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLevelRONAHalf
Service Level Error30
The total number of tasks of the call type that ended in error state within the service level during
the current half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLevelErrorHalf
Service Level 30
The Unified ICME/CCE service level for this call type during the current half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLevelHalf
Talk Time 30
The total talk time in HH:MM:SS (hours, minutes, seconds) format for tasks of this call type
ending during the half-hour interval.
Derived from: Call_Type_Real_Time.TalkTimeHalf
Hold Time 5
The total hold 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.HoldTimeTo5
Hold Time 30
The total hold time in HH:MM:SS (hours, minutes, seconds) format for tasks of this call type
ending during the current half-hour interval.
Derived from: Call_Type_Real_Time.HoldTimeHalf
Hold Time Today
The total hold time in HH:MM:SS (hours, minutes, seconds) format for tasks of this call type
ending since midnight.
Derived from: Call_Type_Real_Time.HoldTimeToday
Flow Out 30
The number of tasks of this call type flowed out of a service to another call type during the current
half-hour interval. This field increments when a requalify or call type node is executed in the
script.
Derived from: Call_Type_Real_Time.OverflowOutHalf