User Guide

2-53
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
Calls on Hold
The number of calls of this call type that were placed on hold (at least once), ended during the half
hour interval.
Derived from: Call_Type_Half_Hour.CallsOnHoldToHalf
Call Summary
The totals for each field, with the exception of the service level fields (which contain percentage
values), for each call type.
Report Summary
The totals for each field for all call types in the report, with the exception of the service level fields
(which contain percentage values).
caltyp31: Call Type Abandon/Answer Distribution by Half Hour Report
See Caltyp31, page 10-30 for an illustration of this report.
Overview:
Subject A table showing the number of answered and abandoned calls across
intervals for each call type for the selected time period. The intervals are
measured in minutes and seconds. The header time format is MM:SS
This report shows the numbers for each interval separately. This report is
the same as the caltyp32 report except that caltype32 does not have
half-hour summaries.
You can configure call type intervals at the call type level using
Configuration Manager's CallType tool or at the system level using the
Configuration Manager's System Information tool. A default set of
intervals is provided at the system level.
Note Reports can show up to ten intervals. You can configure up to
nine intervals with the tenth interval showing all the remaining
data. Intervals not configured appear as blank intervals in the
report. Blank intervals can only appear after configured ones. No
report headers is displayed if the report is run over a period of
time when no data is present. This happens because the report
interval headers depend on the data.

You should configure call type intervals in relation to your
service levels. See Call Type Interval Reporting for more
information.
Purpose To get an overview in separate time intervals of the distribution of
answered and abandoned calls during the selected time period.
Applicable environment Unified CCE
Template type Historical table
Default sort order By call type enterprise name and then by date and time