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
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
00 - Interval 1: Ans
The number of calls answered between the time set to begin measuring the time and interval 1. The
system default interval 1
is 8 seconds. For example: 00:00 - 00:08
Derived from: Call_Type_Half_Hour.AnsInterval1
00 - Interval 1: Aban
The number of calls abandoned between the time set to begin measuring the time and interval 1.
The system default interval 1 is 8 seconds. For example: 00:00 - 00:08
Derived from: Call_Type_Half_Hour.AbandInterval1
Interval 1 - Interval 2: Ans
The number of calls answered between interval 1 and interval 2. The system default interval 2 is
30 seconds. For example: 00:08 - 00:38
Derived from: Call_Type_Half_Hour.AnsInterval2
Interval 1 - Interval 2: Aban
The number of calls abandoned between interval 1 and interval 2. The system default interval 2 is
30 seconds. For example: 00:08 - 00:38
Derived from: Call_Type_Half_Hour.AbandInterval2
Interval 2 - Interval 3: Ans
The number of calls answered between interval 2 and interval 3. The system default interval 3 is 60
seconds (1 minute).
For example: 00:38 - 01:38
Derived from: Call_Type_Half_Hour.AnsInterval3
Interval 2 - Interval 3: Aban
The number of calls abandoned between interval 2 and interval 3. The system default interval 3 is
60 seconds (1 minute).
For example: 00:38 - 01:38
Derived from: Call_Type_Half_Hour.AbandInterval3
Interval 3 - Interval 4: Ans
The number of calls answered between interval 3 and interval 4. The system default interval 4 is 90
seconds (1 and 1/2 minutes).
For example: 01:38 - 03:08
Derived from: Call_Type_Half_Hour.AnsInterval4