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
Tasks Routed
The number of calls of this type that have been routed in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsRoutedToHalf
Assigned from Queue
The number of calls removed from queue to be routed in the half hour interval.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Note In a Unified ICME deployment with an IPCC System PG, network queuing data is not available
in the ‘child’ reports or in the child agent/supervisor desktop. A call center manager who would
normally only look at the child reports will need to also look at the parent Unified ICM reports
for network queuing data.
Tasks Aband
The total number of tasks that abandoned for this call type in the half-hour interval. These tasks
include queued tasks, tasks at a VRU prompt or self service, and tasks that were ringing at the
agent desktop.
Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf
Note Applies to Unified CCE, only with one exception: This field is also valid for both Unified CCE
and Unified ICM targets that use translation routes.
Call Type Summary
A summary of each field for each call type.
Report Summary
A summary of each field for all call types.
caltyp36: VRU Calls Analysis Daily Report
Overview:
Subject A table that shows the total behavior of calls to VRU applications in daily
intervals for the selected time period.
This is the same report as the caltyp35 report except that this report is by
daily intervals while the caltyp35 report is by half-hour intervals.
Purpose To show how VRU applications handle selected call types during the
selected time period in daily increments.
Applicable environment Unified CCE, Unified ICM
Template type Historical table