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 With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls
are translation-routed, the measurement of Answer Wait Time for a call begins when the call is
queued, whereas the measurement of Service Level begins when the call arrives at the routing
script, or when its call type is changed.
This means that if self-service is performed on a call
before the call is queued to an agent, the routing script must be set up to change the call type of
the call when self-service is completed.
Otherwise, the time spent in self-service will negatively
impact the Service Level.
Tasks Handled
The total number of tasks handled to completion for the call type in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsHandledHalf
Tasks Offered
Tasks that have been offered to this call type during the interval.
Tasks offered (Call_Type_Half_Hour.CallsOfferedHalf) = RouterCallsAbandQToHalf +
ErrorCountToHalf + ICRDefaultRoutedToHalf + CallsHandledHalf + OverflowOutHalf +
IncompleteCallsHalf + ShortCallsHalf + NetworkAnnouncementToHalf + ReturnBusyToHalf +
ReturnRingToHalf+ NetworkDefaultRoutedToHalf + ReturnReleaseToHalf + CallsRONAToHalf
+ CallRoutedNonAgentToHalf
Derived from: Call_Type_Half_Hour.CallsOfferedHalf
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).
Handle Time
The total handle time in HH:MM:SS (hours,minutes,seconds) for all tasks of this call type ending
in the half hour interval.
Derived from: Call_Type_Half_Hour.HandleTimeHalf
SL Errors
The total number of tasks of this call type that ended in error state within the service level threshold
in the half hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelErrorToHalf
SL RONA
The total number of tasks of this call type that redirected on no answer within the service level
threshold in the half hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelRONAToHalf