User Guide

iii
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
CONTENTS
About this Guide xvii
CHAPTER 1 About Contact Center Reports 1-1
Seven Categories of Report Templates 1-1
The WebView Template Selection Window 1-2
Custom (InfoMaker Generated) Reports 1-2
Multimedia Task Details 1-2
CHAPTER 2 CallType Reports 2-1
Summary List of Call Type Reports 2-1
IPCC Call Type Real-Time Reports 2-4
caltyp04: Call Type Service Levels Real Time Report 2-4
caltyp20: Call Type Real Time Report 2-5
caltyp24: Call Type Real Time All Fields Report 2-8
caltyp25: Call Type Queue Status Real Time Report (IPCC and Network
Queue)
2-23
caltyp26: Call Type Tasks Offered Over Half Hour 2-24
caltyp27: Call Type Queue Delay Status Real Time 2-25
caltyp28: Call Type Task Status Now Real Time Report (IPCC and Network
VRU)
2-27
IPCC Call Type Historical Reports 2-28
caltyp05: Analysis of Calls Half Hour Report 2-28
caltyp21: Call Type Half Hour Report 2-30
caltyp22: Call Type Daily Report 2-35
caltyp23: Call Type Historical All Fields Report 2-40
caltyp31: Call Type Abandon/Answer Distribution by Half Hour Report 2-52
caltyp32: Call Type Abandon/Answer Distribution Report 2-56
caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour
Report
2-60
caltyp34: Call Type Abandon/Answer Cumulative Distribution Report 2-64
caltyp35: VRU Calls Analysis Half Hour Report 2-68
caltyp36: VRU Calls Analysis Daily Report 2-71
caltyp37: Call Type Service Level Abandons Daily Report 2-74
How OverFlowOut is Incremented in Call Type Reports 2-75