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
ASA
he average answer wait time considered from the time when first queue to skill group or LAA
select node was executed for this call to the time 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 configure and change 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
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