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
Answer Wait Time 5
The sum of answer wait time in HH:MM:SS (hour
s,minutes,seconds) format for all
tasks answered for this call type during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.AnswerWaitTimeTo5
Note With the existence of a network VRU, for IPCC and for ICM systems in which calls are
translation-routed, the measurement of Answer Wait Time for a call begins when the
call is queued, whereas the measurement of Service Level begins when the call arrives
at the routing script, or when its call type is changed.
This means that if self-service
is performed on a call before the call is queued to an agent, the routing script must
be set up to change the call type of the call when self-service is completed.
Otherwise, the time spent in self-service will negatively impact the Service Level.
Handled 5
The number of tasks of this call type handled for the
service ending during the rolling
five-minute interval.
Derived from: Call_Type_Real_Time.CallsHandledTo5
Left Q 5
The total number of tasks of this call type that were removed from queue during the
rolling fi
ve-minute interval (used to calculate expected delay).
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.
Derived from: Call_Type_Real_Time.CallsLeftQTo5
Offered 5
The number of tasks of this call t
ype offered during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.CallsOfferedTo5
CT Delay Total Aban Time 5
The total time spent by all abandoned tasks that ende
d in this call type during the
rolling five-minute interval. A task can span multiple call types; this includes only the
time spent in this call type and not all call types.
Derived from: Call_Type_Real_Time.CTDelayAbandTimeTo5
CT Delay Total Aban Time 30
The total time spent by all abandoned tasks that ended in this call type in the current
half hour interval. A task can span multiple call types; this includes only the time spent
in this call type and not all call types.
Derived from: Call_Type_Real_Time.CTDelayAbandTimeHalf