User Guide

2-50
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
CT VRU Time
The total time that the all calls spent at the VRU in the half hour interval in the current call type,
regardless whether the call was queued or not.
In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends
to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM.
In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls
that the CICM sends to VRU1. Calls that the NAM Router itself sends to VRU1 update the call
type metrics in the NAM. Service data for VRU2 is stored in the CICM data base.
In a Unified ICM 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.
Derived from: Call_Type_Half_Hour.CTVRUTimeToHalf
Recovery Key
A value used internally by the software to track virtual time.
Derived from: Call_Type_Half_Hour.RecoveryKey
Bucket Interval ID
The ID of the Bucket Intervals from the Bucket_Interval Table used to generate the following
fields in this record.
Derived from: Call_Type_Half_Hour.BucketIntervalID
DB DateTime
The date and time that data was last written to Historical Database Server (HDS) from the logger
database. This is different from the time that the data was created. This is useful if you are
extracting data from the historical database and you want to see when it was last updated.
Derived from: Call_Type_Half_Hour.DbDatetime
Note • For the following Interval fields, 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
negatively impacts the Service Level.
• For the AbandInterval fields, the measurement of time begins when the call arrives at the router till
the time the router receives the TCD. When the call type is changed, these fields also include the
time spent in the previous call type.
Ans Interval 1
The number of calls that were answered within interval 1.
Derived from: Call_Type_Half_Hour.AnsInterval1