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
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 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, 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 will negatively impact the Service Level.
Template type Historical table
Default sort order By call type and then by date and time
Drilldowns available No
Schema database tables Call_Type
Call_Type_Half_Hour
Bucket_Interval