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 Historical Reports
Data:
Enterprise Name
The enterprise name of the call type.
Derived from: Call_Type.EnterpriseName
DateTime
The date and time when the record was generated in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Call_Type_Half_Hour.DateTime
Tasks Routed
The number of tasks that have been routed in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsRoutedToHalf
Assigned from Queue
The number of tasks assigned from the queue to be routed in the half hour interval.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Note In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with a Unified
CCE with an IPCC System PG (child) or Unified Contact Center 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 IPCC child reports will need to also
look at the parent Unified ICM reports for network queuing data.
Avg Wait Time in Queue
The average delay in queue (in HH:MM:SS (hours, minutes, seconds)) for tasks that abandoned the
queue and/or were assigned from the queue in the half hour interval.
Derived from: Call_Type_Half_Hour.AvgRouterDelayQToHalf
Note In a Unified ICM Enterprise deployment with an IPCC System PG, network queuing data is not
available in the ‘child ’ reports or in the child agent/supervisor desktop. A call center manager
who would normally only look at the child reports will need to also look at the parent Unified
ICM reports for network queuing data.
Tasks Aban
The number of tasks that were abandoned in the half hour interval.
Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf