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
SL Aban
The total number of tasks of this call type abandoned within the service level threshold in the half
hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf
Note • With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls are
translation-routed, 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.
• For the ServiceLevelABand fields, the router includes the time spent in this call type only.
SL Tasks
The total number of tasks of this call type answered within the service level threshold in the half
hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelCallsHalf
SL Tasks Offered
The total number of tasks of this call type that had service-level events in the half hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
Note With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls
are translation-routed, 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.
SL Half
The Unified ICME/CCE service level for the call type in the half hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelHalf
Note With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls
are translation-routed, 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.