User Guide

Overview:
Subject Stacked bar graph of the number of tasks in queue within the service level
and the number of tasks in queue outside service level for Unified CCE
and Network Queue.
Purpose To provide information on the number of tasks that have been in queue
wit
hin the service level threshold, and the number of tasks that have been
in queue longer than the service level threshold. This equals the total
number of tasks in queue.
Applicable environment Unified ICM, Unified CCE. Th
is report is applicable in Unified ICM only
when doing Network Queuing.
Template type Real-time graph
Default sort order By call type
Drilldowns available No
Schema database table Call_Type
Call_Type_Real_Time
2-24
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
Data:
CallType Name
The enterprise name for the call type
Derived from: Call_Type.EnterpriseName
In Queue Outside Service Level
The number of tasks of this call type that are curre
ntly in queue and have exceeded the service
level threshold.
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.
In Queue Within Service Level
The number of tasks of this call type that are curre
ntly in queue and are within the service level
threshold.
Derived from: Call_Type_Real_Time.RouterCallsQNow -
Call_T
ype_Real_Time.ServiceLevelCallsQHeld