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
Handle Time Today
The total handle time in HH:MM:SS (hours,minute
s,seconds) format for all tasks of this
call type ending since midnight.
Derived from: Call_Type_Real_Time.HandleTimeToday
Service Level Aban Today
The number of tasks of this call type abandoned within the service level since midnight.
Derived from: Call_Type_Real_Time.ServiceLevelAbandToday
Note 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 Offered Today
The number of tasks of this call type answered or abandoned or lasting longer than the
S
L threshold since midnight.
Derived from: Call_Type_Real_Time.ServiceLev
elCallsOfferedToday
Service Level Tasks Today
A running total of tasks of this call type answered
within the service level today.
Derived from: Call_Type_Real_Time.ServiceLevelCallsToday
Service Level RONA Today
The total number of tasks of the call type that redirected on no answer within the
service level since midnight.
Derived from: Call_Type_Real_Time.ServiceLevelRONAToday
Service Level Error Today
The total number of tasks of the call type that ended in error state within the service
level sinc
e midnight.
Derived from: Call_Type_Real_Time.ServiceLevelErrorToday
Service Level Today
The cumulative ICM/IPCC Enterprise service lev
el for this call type since midnight. This
is derived from ServiceLevelCallsToday, ServiceLevelAbandToday, and
ServiceLevelCallsOfferedToday according to the configured Service Level Type.
Derived from: Call_Type_Real_Time.ServiceLevelToday
Talk Time Today
A running total of talk time in HH:MM:SS (hours,minutes,seconds) format for tasks of
this call
type ending since midnight.
Derived from: Call_Type_Real_Time.TalkTimeToday