User Guide

2-28
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 2 CallType Reports
Unified CCE Call Type Historical Reports
Note These are tasks in Run VRUScript or Wait state in the routing script.
Tasks with IPCC Agents
The number of tasks that are curren
tly with Unified CCE agents that have been answered but are
not yet handled. A task is considered to be handled after any wrap-up work associated with the task
is completed. This is applicable for Unified CCE only.
Derived from: Call_Type_Real_Time.CallsAtAgentNow
Unified CCE Call Type Historical Reports
• caltyp05: Analysis of Calls Half Hour Report, page 2-28
• caltyp21: Call Type Half Hour Report, page 2-30
• caltyp22: Call Type Daily Report, page 2-35
• caltyp23: Call Type Historical All Fields Report, page 2-41
• caltyp31: Call Type Abandon/Answer Distribution by Half Hour Report, page 2-53
• caltyp32: Call Type Abandon/Answer Distribution Report, page 2-58
• caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report, page 2-63
• caltyp34: Call Type Abandon/Answer Cumulative Distribution Report, page 2-67
• caltyp35: VRU Calls Analysis Half Hour Report, page 2-71
• caltyp36: VRU Calls Analysis Daily Report, page 2-74
• caltyp37: Call Type Service Level Abandons Daily Report, page 2-78
caltyp05: Analysis of Calls Half Hour Report
See Caltyp05, page 10-26 for an illustration of this report.
Overview:
Subject A table of selected call types showing half-hour routing and queuing
details for tasks.
Purpose To show routing and queuing status for call types during the selected
ti
me period.
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By call type and then by date and time
Drilldowns available No
Schema database tables Call_Type
Call_Type_Half_Hour