User Guide

2-76
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 Scripted Trans
The number of the VRU calls marked as routed to agents as a result of normal script procedure in
the half-hour interval.
Derived from: Call_Type_Half_Hour.Call_Type_Half_Hour.VruScriptedXferredCallsToHalf
VRU Forced Trans
The number of the VRU calls marked as routed to agents as a result of caller difficulties in the
half-hour interval.
Derived from: Call_Type_Half_Hour.VruForcedXferredCallsToHalf
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
Derived from: Call_Type_Half_Hour.OverflowOutHalf
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.
Talk Time
The total talk time in HH:MM:SS (hours, minutes, and seconds) for calls of this call type ending
during 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 during 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 during 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