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 Real-Time Reports
Router Tasks Q Now
The number of tasks of this type currently in the CallRouter queue.
Derived from: Call_Type_Real_Time.RouterCallsQNow
Router Tasks Q Now Time
The time in HH:MM:SS (hours, minutes, seconds) spent in queue for all tasks of this
t
ype currently in the CallRouter queue.
Derived from: Call_Type_Real_Time.RouterCallsQNowTime
Longest Task Q
The time that the longest currently queued task for this call
type entered the CallRouter
queue.
Derived from: Call_Type_Real_Time.RouterLongestCallQ
Tasks At VRU Now
The number tasks that are currently at the VRU. This includes tasks that are at a VRU
prompt and tasks
that are in queue.
In a NAM/CICM deployment (VRU at NAM), this v
alue is updated for calls that the CICM
sends to the VRU. Calls that the NAM itself sends to the VRU update the call type
metrics in the NAM.
In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated
for
calls that the CICM sends to VRU1. Calls that the NAM Router itself sends to VRU1
update the call type metrics in the NAM. Service data for VRU2 is stored in the CICM
data base.
Derived from: Call_Type_Real_Time.CallsAtVRUNow
Note In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC
Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would normally only look at
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
Tasks With Agent Now
The number tasks that are currently with agents but have not yet ended. A task is
considered to
be ended after any wrap-up work associated with the task is completed.
Applicable to IPCC only.
Derived from: Call_Type_Real_Time.CallsAtAgentNow
Note For the following Router Queue fields in an IPCC Enterprise Gateway deployment, ICM
(parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC
Express (child) through IPCC Gateway PG, network queuing data is not available in
the child or in the child agent/supervisor desktop. The time spent in the network
queue is not included in the reporting metrics in the child. A call center manager who
would normally only look at the IPCC child reports will need to also look at the parent
ICM reports for network queuing data.