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
Ans Wait Time 30
The sum of answer wait time in HH:MM:SS (hour
s,minutes,seconds) format for all
tasks of this call type that were answered during the half-hour interval.
Derived from: Call_Type_Real_Time.AnswerWaitTimeHalf
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 30
The total number of tasks of this call type h
andled during the half-hour interval.
Derived from: Call_Type_Real_Time.CallsHandledHalf
Offered 30
The total number of tasks of this call type offered during the half-hour interval.
Derived from: Call_Type_Real_Time.CallsOfferedHalf
Handle Time30
The total handle time in HH:MM:SS (hours,minute
s,seconds) format for all tasks of this
call type ending during the half-hour interval.
Derived from: Call_Type_Real_Time.HandleTimeHalf
Service Level Aban30
The total number of tasks of this call type abandoned within the se
rvice level threshold
during the current half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLevelAbandHalf
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 Tasks30
The total number of tasks of this call type an
swered within the ICM/IPCC Enterprise
service level threshold during the current half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLevelCallsHalf