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
Note Calls offered is incremented when a call gets offered to the router. However, some of the other
fields are not incremented until the call is complete. For example, a call offered at 8:55 might
not be done with an agent until 9:05 so that the offered field would show up in the 8:30 half-hour
data, but one of the other fields, like Calls Handled, would not show up until the 9:00 half-hour
data. This means that the preceding equation will not be necessarily true on a half-hour basis,
but could be true over a day's time (if no calls extend across midnight).
Tasks Assigned from Queue
The number of tasks of the call type 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 Unified CCE child reports will need
to also look at the parent Unified ICM reports for network queuing data.
Tasks Answered
The number of calls of the call type that were answered by the agent in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsAnsweredToHalf
Tasks Answer Wait Time
For the half-hour interval, the total time in seconds before all tasks of this call type were answered.
The measurement of Answer Wait Time for a call begins when the call is queued.
Note When translation-routed calls are queued through an enterprise VRU, the measurement of
Answer Wait Time begins when the call is queued. The measurement of Service Level begins
when the call arrives at the routing script, or when its call type is changed. Therefore, unless the
routing script is set up change the call type when self-service is completed, time spent in
self-service will negatively impact the Service Level.
Completed Tasks
The following set of fields contain data only for tasks completed during the selected interval. See
the Note in the preceding "Tasks Offered" field description of this template description for more
information on completed tasks.
Completed Tasks: Total
The number of tasks of the call type that were completed in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsHandledHalf +
Call_Type_Half_Hour.TotalCallsAbandToHalf +

Call_Type_Half_Hour.IncompleteCallsHalf + 
Call_Type_Half_Hour.ReturnBusyToHalf + 