User Guide

DescriptionColumn (Field)
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
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
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
55
Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports
Call Type Real Time