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
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
Completed Tasks: Tasks Handled
The number of tasks of the call type handled for the call type ending during the half-hour.
Derived from: Call_Type_Half_Hour.CallsHandledHalf
Completed Tasks: Tasks Aban
The number of tasks to the call type that abandoned during the interval. This includes calls that
abandoned in queue, calls that abandoned while at the IVR (prompting or self service), and calls
that abandoned while ringing at the agent's phone or en route to the agent's phone.
Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf
Completed Tasks: Return
The number of tasks of the call type that the software routed to Return nodes during the half-hour
interval.
Derived from: Call_Type_Half_Hour.ReturnBusyToHalf +
Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Completed Tasks: Default Treatment
The number of tasks of the call type that have been given default treatment or end nodes during the
interval.
Derived from: Call_Type_Half_Hour.ICRDefaultRoutedToHalf
Completed Tasks: Network Routed
The number of tasks of the call type that were routed not by the software but by the carrier during
the interval. For pre-routed calls, the carrier decides where to route the call.
Derived from: Call_Type_Half_Hour.NetworkDefaultRoutedToHalf
Completed Tasks: Flow Out
The number of tasks of the call type that flowed out of the call type to another call type during the
interval.
See How OverFlowOut is Incremented in Call Type Reports.
Derived from: Call_Type_Half_Hour.OverflowOutHalf