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 during 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 IPCC 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 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 during the half-hour interval.
Derived from: Call_Type_Half_Hour.CallsAnsweredToHalf
Answer Wait Time
For the half-hour interval, the total in seconds before all tasks of this call type were answered.
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 derived from:
Call_Type_Half_Hour.AnswerWaitTimeHalf
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 during the half-hour interval.
Derive from: Call_Type_Half_Hour.CallsHandledHalf +
Call_Type_Half_Hour.TotalCallsAbandToHalf +

Call_Type_Half_Hour.IncompleteCallsHalf + 