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: Calls Error
The number of calls for this Call Type that had errors or were incomplete during the half-hour
interval.
Derived from: Call_Type_Half_Hour.ErrorCountToHalf +
Call_Type_Half_Hour.IncompleteCallsHalf
+ Call_Type_Half_Hour.AgentErrorCountToHalf
Completed Tasks: Other
The number of tasks of the call type that are Short, have been routed to nonAgent targets, and/or
have been redirected during the half-hour interval.
Derived from: Call_Type_Half_Hour.CallsRONAToHalf + 
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf + 
Call_Type_Half_Hour.ShortCallsHalf
Completed Tasks: % Queued
The percentage of all handled tasks of the call type that were queued during the half hour interval.
Derived from: (Call_Type_Half_Hour.CallsQHandledToHalf /
Call_Type_Half_Hour.CallsHandledHalf)
Completed Tasks: % Aban
The percentage of all the tasks that came in to the call type during the half hour that were
abandoned.
Derived from: ((Call_Type_Half_Hour.TotalCallsAbandToHalf)/
(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)
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.
The abandoned calls include 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.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, not Short Calls.
Derived from: Call_Type_Half_Hour.ShortCallsHalf