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
Completed Tasks: Flow Out
The number of tasks of the call type that flowed out of the call type to another call type in the half
hour interval.
See How OverFlowOut is Incremented in Call Type Reports.
Derived from: Call_Type_Half_Hour.OverflowOutHalf
*Completed Tasks: Calls Error
The number of calls for this Call Type that had errors or were incomplete in the half hour interval.
Derived from: Call_Type_Half_Hour.ErrorCountToHalf +
Call_Type_Half_Hour.IncompleteCallsHalf
+ Call_Type_Half_Hour.AgentErrorCountToHalf
Completed Tasks: Other
The number of tasks of the call type that are Short, have been routed to NonAgent targets, and/or
have been redirected in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsRONAToHalf + 
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf + 
Call_Type_Half_Hour.ShortCallsHalf
Completed Tasks: % Queued
The percentage of all handled tasks of the call type that were queued in the half hour interval.
Derived from: (Call_Type_Half_Hour.CallsQHandledToHalf /
Call_Type_Half_Hour.CallsHandledHalf)
Completed Tasks: % Aban
The percentage of all the tasks that came in to the call type in the half hour interval that were
abandoned.
Derived from: (Call_Type_Half_Hour.TotalCallsAbandToHalf /
(Call_Type_Half_Hour.CallsHandledHalf +

Call_Type_Half_Hour.TotalCallsAband + Call_Type_Half_Hour.IncompleteCallsToHalf + 
Call_Type_Half_Hour.ReturnBusyToHalf + 
Call_Type_Half_Hour.ReturnRingToHalf + 
Call_Type_Half_Hour.ICRDefaultRoutedToHalf +
Call_Type_Half_Hour.NetworkDefaultRoutedToHalf +

Call_Type_Half_Hour.OverflowOutHalf + 
Call_Type_Half_Hour.CallsRONAToHalf + 
Call_Type_Half_Hour.ReturnReleaseToHalf + 
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf + 
Call_Type_Half_Hour.ShortCallsHalf + 
Call_Type_Half_Hour.ErrorCountToHalf) + Call_Type_Half_Hour.AgentErrorCountToHalf