User Guide

DescriptionColumn (Field)
The total handle time in HH:MM:SS
(hours,minutes,seconds) for all tasks of this call
typeending in the half hour interval.
Offered5
Derived from:
Call_Type_Real_Time.CallsOfferedTo5
The number of calls of this call type handled
for the call type ending during the rolling five
minute interval.
Handled5
Derived from:
Call_Type_Real_Time.CallsHandledTo5
The number of tasks abandoned at the IVR
during the rolling five minute interval, while
offered to the agent and on route to the agent.
Aband5
Derived from:
Call_Type_Real_Time.TotalCallsAbandTo5
Derived from: Call_Type_Interval.HandleTimeAband Within SL
The number of tasks abandoned before the
service level timer expired.
The number of tasks of this type that ICM
software used default routing for during the
half-hourinterval.
Default Label
Derived from:
Call_Type_Real_Time.ICRDefaultRoutedToHalf
Network Routed
The number of tasks of this type for which the
IXC used default routing during the
Network Routed
currenthalf-hour interval. For pre-routed tasks,
the carrier decides where to route the task.
Derived from:
Call_Type_Real_Time.NetworkDefaultRoutedToHalf
Flow Out5
The number of tasks that executed a Requalify
or Call Type node and flowed to another
calltype during the rolling five minute interval.
Flow out5
Derived from:
Call_Type_Real_Time.OverflowOutTo5
The number of errors for tasks of this type in
the current half-hour interval.
Calls Error
Derived from:
Call_Type_Real_Time.ErrorCountToHalf
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