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
Delay Q Aban Time 30
The total time spent by all tasks that abandoned in queue for this call type during the
current h
alf hour interval in HH:MM:SS (hours,minutes,seconds) format.
Derived from: Call_Type_Real_Time.DelayQAbandTimeToHalf
Delay Q Aban Time Today
The total time spent by all tasks that abandoned in queue for this call type since
midnight in HH:MM:SS (hours,minutes,seconds) format.
Derived from: Call_Type_Real_Time.DelayQAbandTimeToday
Handled Time 5
The total handle time in HH:MM:SS (hours,minute
s,seconds) format for all tasks of this
call type ending during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.HandleTimeTo5
Note For the following Service level fields: With the existence of a network VRU, for IPCC
and for ICM systems in which calls are translation-routed, 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.
Service Level Aban5
The number of tasks of this call type abandoned within the
service level during the
rolling five-minute interval.
Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5
Service Level Offered5
The number of tasks of the call type answered or abandoned o
r lasting longer than the
SL threshold during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.ServiceLev
elCallsOfferedTo5
Service Level Tasks5
The total number of tasks of the call type answered within the service level during the
fiv
e-minute interval.
Derived from: Call_Type_Real_Time.ServiceLevelCallsTo5
Service Level RONA5
The total number of tasks of the call type that redirected on no answer within the
service level during the
rolling five-minute interval.
Derived from: Call_Type_Real_Time.ServiceLevelRONATo5