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
Talk Time Half
The total talk time in HH:MM:SS (hours, minutes, seconds) for tasks of this call type ending in the
half hour interval.
Derived from: Call_Type_Half_Hour.TalkTimeHalf
Flow Out Half
Flow Out calls are those that executed a requalify or call type node and flowed to another call type.
Derived from: Call_Type_Half_Hour.OverflowOutHalf
Hold Time Half
The total hold time in HH:MM:SS (hours, minutes, seconds) for tasks of this call type ending in the
half hour interval.
Derived from: Call_Type_Half_Hour.HoldTimeToHalf
Incomplete Tasks Half
The total number of tasks that were routed but did not arrive at the PG (Peripheral Gateway). The
computer within Unified ICM system that communicates directly with the ACD, PBX, or VRU at a
contact center.
Derived from: Call_Type_Half_Hour.IncompleteCallsHalf
CT Delay Total Aban Time Half
The total time spent by all abandoned tasks that ended in this call type in the half-hour interval. A
task can span multiple call types; this includes only the time spent in this call type and not all call
types.
Derived from: Call_Type_Half_Hour.CTDelayAbandTimeToHalf
Delay Total Aban Time Half
The total time spent by all abandoned tasks that ended in this call type in the half-hour interval. A
task can span multiple call types; this includes the total time spent in all call types.
Derived from: Call_Type_Half_Hour.CallDelayAbandTimeToHalf
Delay Q Aban Time Half
The total time spent by all tasks that abandoned in queue for this call type in the half-hour interval.
Derived from: Call_Type_Half_Hour.DelayQAbandTimeHalf
Delay Ring Aban Time Half
The total time spent by all tasks that abandoned at the agent desktop while ringing for this call type
in the half-hour interval.
Derived from: Call_Type_Half_Hour.DelayAgentAbandTimeToHalf