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
Service Level
The Unified ICME/CCE service level for the call type in the half hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelHalf
Note • With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls are
translation-routed, the measurement of Service Level begins when the call arrives at the routing
script, or when its call type is changed.
This means that if self-service is performed on a call before
the call is queued to an agent, the routing script must be set up to change the call type of the call
when self-service is completed.
Otherwise, the time spent in self-service will negatively impact the
Service Level.
• For the ServiceLevelABand fields, the router includes the time spent in this call type only.
Aban Within Service Level
The number of tasks of the call type abandoned within the service level threshold in the half hour
interval.
Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf
Note With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls
are translation-routed, the measurement of Service Level begins when the call arrives at the
routing script, or when its call type is changed.
This means that if self-service is performed on
a call before the call is queued to an agent, the routing script must be set up to change the call
type of the call when self-service is completed.
Otherwise, the time spent in self-service will
negatively impact the Service Level.
ASA
The Average Speed of Answer (also called "the average answer wait time") for all tasks of the call
type in the half hour interval. This is the average answer wait time from when a call arrives at the
CallRouter to when the call is answered.
Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf/
Call_Type_Half_Hour.CallsHandledToHalf
Tasks Offered
The number of tasks that were offered to the call type in the half hour interval.
Tasks offered (Call_Type_Half_Hour.CallsOfferedHalf) = RouterCallsAbandQToHalf +
ErrorCountToHalf + ICRDefaultRoutedToHalf + CallsHandledHalf + OverflowOutHalf +
IncompleteCallsHalf + ShortCallsHalf + NetworkAnnouncementToHalf + ReturnBusyToHalf +
ReturnRingToHalf+ NetworkDefaultRoutedToHalf + ReturnReleaseToHalf + CallsRONAToHalf
+ CallRoutedNonAgentToHalf
Derived from: Call_Type_Half_Hour.CallsOfferedHalf