User Guide

DescriptionColumn (Field)
This field 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.AnswerWaitTime
COMPLETED TASKS
The total number of tasks handled to
completion for the call type in the interval.
Handled
Derived from:
Call_Type_Interval.CallsHandled
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_Interval.TotalCallsAband
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_Interval.ReturnBusy +
Call_Type_Interval.ReturnRing +
Call_Type_Interval.ReturnRelease
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_Interval.ICRDefaultRouted
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.
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Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports
Call Type Historical All Fields