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 for the call type and in parentheses the call type ID.
Derived from: Call_Type.EnterpriseName + Call_Type_Half_Hour.CallTypeID
Date
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Call_Type_Half_Hour.DateTime
SL Aban Ignored
The Unified ICME/Unified CCE service level for the call type in which abandoned calls are not
included in the service level during the selected interval. The calculation removes tasks abandoned
after the service-level threshold for the half-hour interval.
This service level calculation is the number of calls answered within the service level threshold
divided by the number of calls that had a service level event minus the number of calls that were
abandoned before exceeding the service level threshold. Calls abandoned before the service level
threshold expired are removed from this calculation.
Derived from: Call_Type_Half_Hour.ServiceLevelCallsHalf /
(Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
-Call_Type_Half_Hour.ServiceLevelAbandHalf)
SL Aban Positive
The Unified ICME/Unified CCE service level for the call type in which abandoned calls positively
impact service level (raise it) during the selected interval. This calculation treats abandoned tasks
as though they were connected within the service-level threshold for the half-hour interval.
This service level calculation is the number of calls answered within the service level threshold
plus the number of calls abandoned within the threshold, all divided by the number of calls that had
a service level event. This treats abandoned calls as though they were answered within the service
level threshold.
Derived from: (Call_Type_Half_Hour.ServiceLevelCallsHalf +
Call_Type_Half_Hour.ServiceLevelAbandHalf) /
Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
Drilldowns available No
Schema database tables Call_Type
Call_Type_Half_Hour