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 Tasks Aban Queue
The number of tasks to the call type that abandoned during the half-hour interval. This includes
calls that abandoned while at the IVR and calls that abandoned while ringing at the agent's phone
or on route to the agent's phone.
Derived from: Call_Type_Half_Hour.RouterCallsAbandQToHalf
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.
Router Tasks Aban Ring
The number of tasks to the call type that abandoned at the agent desktop during the half-hour
interval.
Derived from: Call_Type_Half_Hour.RouterCallsAbandToAgentToHalf
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.
Router Q Call Type Limit
The number of queue attempts that failed because the limit for the call type was reached.
Derived from: Call_Type_Half_Hour.RouterQueueCallTypeLimitToHalf
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 Global Limit
The number of queue attempts that failed because the global system limit was reached.
Derived from: Call_Type_Half_Hour.RouterQueueGlobalLimitToHalf
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.
Tasks Routed
The number of tasks of this type that have been routed during the current half-hour interval.
Derived from: Call_Type_Half_Hour.CallsRoutedToHalf