User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 2 CallType Reports
IPCC Call Type Historical Reports
VRU Unhandled
The number of calls marked as Offered to VRU but not handled in the half-hour
interv
al.
Derived from: Call_Type_Half_Ho
ur.VruUnhandledCallsToHalf
VRU Handled
The number of the VRU calls marked as handled at the VRU in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruHandledCallsToHalf
VRU Assist
The number of the VRU handled calls marked as routed to agents in the half-hour
interv
al.
Derived from: Call_Type_Half_Hour.VruAssistedCallsToHalf
VRU Opt Out
The number of the VRU unhandled calls that were
marked as routed to agents by caller
request in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruOptOutUnhandledCallsToHalf
VRU Scripted Trans
The number of the VRU calls marked as routed to agents as a
result of normal script
procedure in the half-hour interval.
Derived from: Call_Type_Half_Hour.Call_Type_Half_Hou
r.VruScriptedXferredCallsToHalf
VRU Forced Trans
The number of the VRU calls marked as routed to agents as a result of caller difficulties
in the
half-hour interval.
Derived from: Call_Type_Half_Hour.VruForcedXferredCallsToHalf
VRU Other
The number of VRU calls marked with any VRUProgress v
alue other than those listed
above in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruOtherCallsToHalf
Flow Out
The number of calls flowed out to another call type during the current half-hour
interv
al. This field increments when a requalify or call type node is executed in the
script.
See How
OverFlowOut is Incremented in Call Type Reports
Derived from: Call_Type_Half_Hour.OverflowOutHalf
Note In IPCC, if the call goes to the IVR before it redirects off the agent’s phone, this field
is updated instead of the RedirectNoAnsCallsToHalf field in the Skill_Group_Half_Hour
table.