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
VRU Other
The number of VRU calls marked with any VRUProgress value other than those listed above in the
half hour interval.
Derived from: Call_Type_Half_Hour.VruOtherCallsToHalf
Flow Out
The number of calls flowed out to another call type during the current half hour interval. This field
increments when a requalify or call type node is executed in the script.
See How OverFlowOut is Incremented in Call Type Reports.
Note: In Unified CCE, if the call goes to the IVR before it redirects off the agent’s phone, this field
is updated instead of the RedirectNoAnsCallsToHalf field in the Skill_Group_Half_Hour table.
Derived from: Call_Type_Half_Hour.OverflowOutHalf
Talk Time
The total talk time in HH:MM:SS (hours, minutes, and seconds) for calls of this call type ending in
the half hour interval.
Derived from: Call_Type_Half_Hour.TalkTimeHalf
Handle Time
The total handle time in HH:MM:SS (hours, minutes, and seconds) for all calls of this call type
ending in the half hour interval.
Derived from: Call_Type_Half_Hour.HandleTimeHalf
Wait Time in Queue
The time in HH:MM:SS (hours, minutes, and seconds) that this call type spent in the Call Router
queue in the half hour interval before being routed to a valid target. (A valid target could be a skill
target, such as an agent, or a network target, such as a label or busy signal.) This count includes
only calls that exited the queue during the interval. Calls still in the queue at the end of the interval
are not counted.
Derived from: Call_Type_Half_Hour.RouterQueueWaitTimeToHalf
Note In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with a Unified
Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG,
network queuing data is not available in the child or in the child agent/supervisor desktop. The
time spent in the network queue is not included in the reporting metrics in the child. A call center
manager who would normally only look at the Unified CCE child reports will need to also look
at the parent Unified ICM reports for network queuing data.
Avg Delay in Queue
The average delay in queue in HH:MM:SS (hours, minutes, and seconds) for calls removed from
the queue in the half
hour interval.
Derived from: Call_Type_Half_Hour.RouterQueueWaitTimeToHalf/
Call_Type_Half_Hour.RouterQueueCallsToHalf