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
Router Q Wait Time
The time in HH:MM:SS (hours, minutes, seconds) format spent by the tasks of this type in queue at
the CallRouter in the half hour interval. (This counts only tasks that have left the queue during the
interval. Calls still in the queue at the end of the interval are not counted.)
Derived from: Call_Type_Half_Hour.RouterQueueWaitTimeToHalf
Note In a Unified ICME deployment with an IPCC System PG, network queuing data is not available
in the ‘child’ reports or in the child agent/supervisor desktop. A call center manager who would
normally only look at the child reports will need to also look at the parent Unified ICM reports
for network queuing data.
Router Q Tasks
The number of tasks removed from the queue to be routed in the half hour interval.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Note In a Unified ICME deployment with an IPCC System PG, network queuing data is not available
in the ‘child’ reports or in the child agent/supervisor desktop. A call center manager who would
normally only look at the child reports will need to also look at the parent Unified ICM reports
for network queuing data.
Avg Router Delay Queue
The average delay in queue in HH:MM:SS (hours,minutes,seconds) for tasks removed from the
queue in the half hour interval.
Avg Router Delay Queue = Call_Type_Half_Hour.RouterQueueWaitTimeToHalf/
Call_Type_Half_Hour.RouterQueueCallsToHalf
Derived from: Call_Type_Half_Hour.AvgRouterDelayQToHalf
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 the Unified CCE child reports will need to also look
at the parent Unified ICM reports for network queuing data.
Router Tasks Aban Total
The total number of tasks that abandoned for this call type in the half-hour interval. These tasks
include queued tasks, task at a VRU prompt or self service, and tasks that were ringing at the agent
desktop.
Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf
Note Applies to Unified CCE, only with one exception: This field is also valid for both Unified CCE
and Unified ICM targets that use translation routes.