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
Data:
Enterprise Name
The enterprise name for the call type.
Derived from: Call_Type.EnterpriseName
DateTime
The date and time for when the call type interval data was generated in MM/DD/YYYY (month,
day, year) and HH:MM:SS (hours, minutes, seconds) format. For every half hour in the selected
time period there is summary row for each selected call type.
Derived from: Call_Type_Half_Hour.DateTime
ASA
The Average Speed of Answer. The average answer wait time from when first queue to skill group
or LAA select node was executed for this call to when this call was answered. This is an important
measure of service quality because the time can vary, even over the course of one day, due to call
volumes and staff levels.
Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf)/
Call_Type_Half_Hour.CallsAnsweredToHalf
Avg Aban Delay
The average delay time for all abandoned tasks for this call type during the current half-hour
interval.
Derived from: Call_Type_Half_Hour.CallDelayAbandTimeToHalf/
Call_Type_Half_Hour.TotalCallsAbandToHalf
Interval Report Headers
The interval column headers in the report are dynamic. That is, you can change and configure the
interval headers in the Configuration Manager. They are stored in and are derived from the
Bucket_Interval Schema database table, which is linked to the Call_Type_Half_Hour table.
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
Drilldowns available No
Schema database tables Call_Type
Call_Type_Half_Hour
Bucket_Interval