User Guide

DescriptionColumn (Field)
The total number of calls abandoned while in
VRU (that is, while undergoing prompting or
Aban
listening to voice menus options), calls
abandoned while queued to skill group, and
calls abandoned at agent desktop. This value
also includes abandons for calls that are not in
the queue; for example, when the caller hangs
up while listening to a VRU prompt. Therefore,
the number of calls abandoned at a VRU before
being queued is TotalCallsAband minus
RouterCallsAbandToAgent and
RouterCallsAbandQ. Does not include short
calls.
Derived from:
Call_Type_Half_Hour.TotalCallsAbandToHalf
The number of tasks of the call type that ICM
software routed to Return nodes in the interval.
Return
This is a calculated field, derived from:
Call_Type_Half_Hour.
ReturnBusyToHalf
+Call_Type_Half_Hour.
ReturnRingToHalf
+Call_Type_Half_Hour.
ReturnReleaseToHalf
The number of tasks of the call type that have
been given default treatment or end nodes in
the interval.
Default Treatment
Derived from:
Call_Type_Half_Hour.ICRDefaultRoutedToHalf
The number of tasks of the call type that were
routed not by ICM software but by the carrier
Network Routed
in the interval. For pre-routed calls, the carrier
decides where to route the call.
Derived from:
Call_Type_Half_Hour.NetworkDefaultRoutedToHalf
The number of tasks of the call type that flowed
out of the call type to another call type in the
interval.
Flow Out
Derived from:
Call_Type_Half_Hour.OverflowOutHalf
The number of calls for this Call Type that had
errors or were incomplete in the interval.
Calls Error
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports
Call Type Historical All Fields