User Guide

DescriptionColumn (Field)
Service Level Type used to calculate Service
level for the interval.
SL
See Service Levels (page 215).
Derived from: Call_Type_Interval.ServiceLevel
The total number of calls of this call type
abandoned within the service level threshold
Aban Within SL
during the interval. Valid for both Unified CC
Enterprise and standard ACD targets that use
translation routes.
Derived from:
Call_Type_Interval.ServiceLevelAband
Average Speed of Answer. The average answer
wait time from when first queue to skill group
ASA
or LAA select node was executed for this call
to when this call was answered. This is an
important measure of service quality because
the time can vary, even over the course of one
day, due to call volumes and staff levels.
This is a calculated field, derived from:
Call_Type_Interval.AnswerWaitTime /
Call_Type_Interval.CallsAnswered
TASKS
Tasks that have been offered to this call type
during the interval.
Offered
Derived from: Call_Type_Interval.CallsOffered
The number of tasks of the call type assigned
from the queue to be routed in the interval.
Assigned from Q
Derived from:
Call_Type_Interval.RouterQueueCalls
The total number of calls of this call type
answered by agents in the interval. This field
Answered
is applicable to both Unified ICM and Unified
CC Enterprise with the following exception: if
the call is answered by an agent on a standard
ACD, this field is incremented only if the call
was translation routed.
Derived from:
Call_Type_Interval.CallsAnswered
Average Wait Time. The average of answer
wait time in seconds for all calls that were
AWT
handled for the call type during the interval.
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports
Call Type Historical All Fields