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
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: CCall_Type_Half_Hour.AnswerWaitTimeHalf/
Call_Type_Half_Hour.CallsAnsweredToHalf
Avg Aban Delay
The average delay time for all abandoned tasks for this call type in the 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, the interval headers can be
configured and changed by you 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. See Call Type Interval Reporting for more information.
All of the interval fields except the first one is calculated from the database. The formula is: Value
for interval field n = Value of Call_Type_Half_Hour.[Ans or Aband]Interval[n] + Value for field
n-1.
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
Interval 1: Ans
The number of calls answered up to interval 1. The system default interval 1 is 8 seconds. For
example: < 00:08
Derived from: Call_Type_Half_Hour.AnsInterval1