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 Type
The default value that indicates how the software calculates the service level (that is, how it
handles abandoned calls in calculating the service level). You can override this default for
individual call types.
Derived from: Call_Type_Half_Hour.ServiceLevelType
Short Tasks
The number of calls abandoned within a very short period of time, as configured in the
AbandonedCallWaitTime threshold, that you do not want to treat as abandoned calls. Calls
abandoned after this time period are counted as Abandoned, not Short tasks.
Derived from: Call_Type_Half_Hour.ShortCallsHalf
Tasks Ans
The count of calls that were answered by the agent in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsAnsweredToHalf
Tasks No Agents
The number of calls that are sent to targets where the router has NOT picked an agent explicitly
and it has not used a Translation Route in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsRoutedNonAgentToHalf
Tasks No Ans
The number of calls that were redirected because the agent did not answer the call in the half hour
interval.
Derived from: Call_Type_Half_Hour.CallsRONAToHalf
Tasks Release
The count of calls that executed the Release node in their routing script in the half hour interval.
Derived from: Call_Type_Half_Hour.ReturnReleaseToHalf
Tasks Q Handled
The count of handled calls that were queued in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsQHandledToHalf
Note In a Unified ICM Enterprise 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.