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
caltyp26: Call Type Tasks Offered Over Half Hour
See Caltyp26, page 10-29 for an illustration of this report.
Overview:
Subject Bar chart of tasks offered to CallTypes since the end of the last half hour
interval.
Purpose This report provides information on the number of tasks offered to
specified c
all types in the current half hour interval.
Applicable environment Unified CCE, Unified ICM
Template type Real-time graph
Default sort order By call type
Drilldowns available No
Schema database table Call_Type
Call_Type_Real_Time
Data:
CallType Name
The enterprise name for the call type.
Derived from: Call_Type.EnterpriseName
Tasks Offered
Number of tasks offered to this call type in the current half hour interval.
Derived from: Call_Type_Real_Time.CallsOfferedHalf
caltyp27: Call Type Queue Delay Status real-time
See Caltyp27, page 10-29 for an illustration of this report.
Overview:
Subject Bar graph of time (in seconds) for average delay in queue, longest call in
queue, and ASA over last 5 minutes.
Purpose Allows monitoring of customer experience while waiting in queue, such
as
average time spent in queue, longest task in queue, and the average
speed of answer.
For Unified ICM, the queue statistics are ap
plicable when doing Network
Queueing. The average speed of answer is applicable only if calls have
been translation routed.