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
Service Level 5
The ICM/IPCC Enterprise service level during the rolling five-minute interval. This is
derived from S
erviceLevelCallsTo5, ServiceLevelAbandTo5 and
ServiceLevelCallsOfferedTo5 according to the configured Service Level Type.
Derived from: Call_Type_Real_Time.ServiceLevelTo5
Talk Time5
The total talk time in HH:MM:SS (hours,minutes,seconds) format for tasks of this call
t
ype ending during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.TalkTimeTo5
SL Tasks Q Held
The number of tasks of this call type that had
been in queue longer than the service
level threshold since midnight.
Derived from: Call_Type_Real_Time.ServiceLevelCallsQHeld
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.
Ans Wait Time Today
The sum of answer wait time in HH:MM:SS (hour
s,minutes,seconds) format for all
tasks of this call type answered since midnight.
Derived from: Call_Type_Real_Time.AnswerWaitTimeToday
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 Today
A running total of tasks of this call type handled to
completion by the call type since
midnight.
Derived from: Call_Type_Real_Time.CallsHandledToday
Offered Today
A running total of tasks offered to this call type since midnight.
Derived from: Call_Type_Real_Time.CallsOfferedToday