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
Note In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with a Unified
CCE 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 during the half- hour interval.
Derived from: Call_Type_Half_Hour.RouterQueueWaitTimeToHalf/
Call_Type_Half_Hour.RouterQueueCallsToHalf
Tasks Routed
The number of calls of this type that have been routed during the half-hour interval.
Derived from: Call_Type_Half_Hour.CallsRoutedToHalf
Assigned from Queue
The number of calls removed from queue to be routed during the half- hour interval.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Note In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with a Unified
CCE with an IPCC System PG (child) or Unified Contact Center 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.
Tasks Aband
The number of calls that were abandoned while in queue during the half- hour interval. This
applies to Unified CCE, only.
Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf
Call Type Summary
A summary of each field for each call type.
Report Summary
A summary of each field for all call types.