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: Avg Aban Delay Time
The average delay time of all abandoned calls that ended in this call type during the current half
hour interval. This includes calls that are abandoned in queue, abandoned while at the IVR
(prompting or self service) and abandoned while ringing at the agent's phone or en route to the
agent's phone.
Derived from: Call_Type_Half_Hour.CallDelayAbandTimeToHalf/
Call_Type_Half_Hour.TotalCallsAbandToHalf
*Completed Tasks: Short Calls
The number of calls abandoned during the CallTypeAbandonCallWaitTime. Calls abandoned after
this time period are counted as Abandoned calls and not as Short Calls.
Derived from: Call_Type_Half_Hour.ShortCallsHalf
Call Type Summary
The summary of each field for each CallType in the report except the Service Level (SL) fields
(The SL fields have percentage values).
Derived from: Call_Type_Half_Hour.CallDelayAbandTimeToHalf (for selected CallType)/
Call_Type_Half_Hour.TotalCallsAbandToHalf (for selected CallType)
Report Summary
The summary of each field for all CallTypes in the report except the Service Level (SL) field (The
SL fields have percentage values).
Derived from: Call_Type_Half_Hour.CallDelayAbandTimeToHalf (for all CallTypes)/
Call_Type_Half_Hour.TotalCallsAbandToHalf (for all CallTypes).
caltyp22: Call Type Daily Report
See Caltyp22, page 10-28 for an illustration of this report.
Overview:
Subject A table of selected call types showing the status of their tasks, gathered
in day increments.
Note: This report displays the same data as the Caltyp21 report, except
that the data here is broken down by day instead of by half hour.
Purpose To show the daily status of the selected call type(s) for the selected
day(s).
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Default sort order By call type and then by date and time