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
SL Aban Negative
The Unified ICME/CCE service level for the call type in which abandoned calls negatively impact
the service level (lower it) during the selected interval. This calculation treats abandoned tasks as
though they had exceeded 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. This treats abandoned calls as though
they had exceeded the service level threshold.
Derived from: Call_Type_Half_Hour.ServiceLevelCallsHalf/
Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
Aban Within Service Level
The number of tasks of the call type abandoned within the service level threshold during 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.
• For the ServiceLevelABand fields, the router includes the time spent in this call type only.
ASA
The Average Speed of Answer (also called "the average answer wait time") for all tasks of the call
type during the 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.CallsAnsweredToHalf
Tasks Offered
The number of tasks that were offered to the call type during the interval.
Completed Tasks = Call_Type_Half_Hour.CallsHandledHalf +
Call_Type_Half_Hour.TotalCallsAbandToHalf + Call_Type_Half_Hour.IncompleteCallsHalf +
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.AgentErrorCountToHalf + Call_Type_Half_Hour.ErrorCountToHalf
Derived from: Call_Type_Half_Hour.CallsOfferedHalf