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
caltyp28: Call Type Task Status Now real-time Report (Unified CCE and Network VRU)
See Caltyp28, page 10-30 for an illustration of this report.
Overview:
Subject Bar graph of number of tasks in queue, tasks at VRU (not in queue), and
tasks with Unified CCE agents.
Purpose Allows monitoring of number of tasks at VRU (Prompt or Self-Service),
nu
mber of tasks in Queue, and number of tasks currently with agents.
For Unified ICM, Tasks at VRU and Tasks
in Queue are applicable only
when using a Network VRU.
Applicable environment Unified ICM, Unified CCE
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 In Queue
Number of tasks currently in queue. Applicable in Unified ICM only when using a Network VRU
and calls
are queued at Unified ICM network queue.
Derived from: Call_Type_Real_Time.RouterCallsQNow
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.
Tasks at VRU (Not In Queue)
Number of tasks currently at a VRU (Prompt or Self Service). This is
applicable in Unified ICM
only when using a Network VRU and calls are queued at the Unified ICM network queue.
Derived from: Call_Type_Real_Time.CallsAtVRUNow -
Call_T
ype_Real_Time.RouterCallsQNow