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
DateTime
The date and time when the record was generated in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Call_Type_Half_Hour.DateTime
Total VRU
The total of all the 7 VRU fields to the right of this field in the report (VRU Unhandled, Handled,
Assist, Opt Out, Scripted Trans, Forced Trans, and Other).
Derived from: (Call_Type_Half_Hour.VruUnhandledCallsToHalf +
Call_Type_Half_Hour.VruHandledCallsToHalf + Call_Type_Half_Hour.VruAssistedCallsToHalf
+ Call_Type_Half_Hour.VruOptOutUnhandledCallsToHalf +
Call_Type_Half_Hour.VruScriptedXferredCallsToHalf +
Call_Type_Half_Hour.VruForcedXferredCallsToHalf +
Call_Type_Half_Hour.VruOtherCallsToHalf)
VRU Unhandled
The number of calls marked as Offered to VRU but not handled in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruUnhandledCallsToHalf
VRU Handled
The number of the VRU calls marked as handled at the VRU in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruHandledCallsToHalf
VRU Assist
The number of the VRU handled calls marked as routed to agents in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruAssistedCallsToHalf
VRU Opt Out
The number of the VRU unhandled calls that were marked as routed to agents by caller request in
the half-hour interval.
Derived from: Call_Type_Half_Hour.VruOptOutUnhandledCallsToHalf
Default sort order By enterprise call type and then by date and time
Drilldowns available No
Schema database tables Call_Type
Call_Type_Half_Hour