User Guide

DescriptionColumn (Field)
Call_Type_Interval.ErrorCount +
Call_Type_Interval.AgentErrorCount )
The average delay time of all abandoned calls
that ended in this call type during the current
Avg Aban Delay
interval. This includes calls that abandoned in
queue, calls that abandoned while at the IVR
(prompting or self service) and calls that
abandoned while ringing at the agent's phone
or en route to the agent's phone.
This is a calculated field.
The number of calls abandoned during the
Call_Type Abandon Call Wait Time. Calls
Short Calls
abandoned after this time period are counted
as Abandoned, not Short Calls.
Derived from: Call_Type_Interval.ShortCalls
Report Summaries
•
Call Type Summary
Field totals, with the exception of the SL (service level) field, for each call type in the report.
The SL fields have percentage values
•
Report Summary
Field totals, with the exception of the SL (service level) field, for all call types in the report.
The SL fields have percentage values.
Available Fields the Call Type Historical All Fields Grid View
Available fields for the grid view for this report include the fields that display by default as
Current. Additional Available fields in this report are taken directly from the Call_Type_Interval
table.
The exception is BucketIntervalID, which is from the Bucket_Intervals table, as documented
in the Database Schema Guide (http://www.cisco.com/en/US/products/sw/custcosw/ps1844/
prod_technical_reference_list.html).
Sample Call Type Historical All Fields Report
This illustration is a sample of the report generated from the Call Type Historical All Fields
Report template.
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