User Guide

Current fields are listed here in the order (left to right) in which they appear by default in the
stock template.
DescriptionColumn (Field)
The enterprise name for the call type.Call Type Name
Derived from Call_Type.EnterpriseName
Average Speed of Answer during the rolling
five minute interval. The total Answer Time
ASA5
for all tasks of the call type divided by the
number of tasks of this type answered during
the current 5-minute interval.
This is a calculated field, derived from:
(Call_Type_Real_Time.AnswerWaitTimeTo5
/ Call_Type_Real_Time.CallsAnsweredTo5)
The number of tasks in Run VRUScript or Wait
state. This represents the number of tasks at
VRU prompting or self service.
VRU (not Q) Now
This is a calculated field, derived from:
Call_Type_Real_Time.CallsAtVRUNow -
Call_Type_Real_Time.RouterCallsQNow
The number of tasks currently in the queue.Queue Now
Derived from:
Call_Type_Real_Time.RouterCallsQNow
The number of tasks that have been routed to
CCE agents but are not yet ended. This column
CCE Agent Now
is incremented when the call is answered and
decremented when the call ends, i.e., after wrap
up has completed, if applicable.
Derived from:
Call_Type_Real_Time.CallsAtAgentNow
The time spent in queue for the longest
currently queued task, measured in HH:MM:SS
(hours, minutes, seconds) format.
Longest Queued
This is a calculated field, calculated by
subtracting the time the task entered the queue
from the current time.
The Unified ICM/CCE service level for the
rolling five minute interval.
SL
Derived from:
Call_Type_Interval.ServiceLevelTo5
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 Real Time