User Guide

2-21
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 Offered30
The number of tasks of the call type answered or abandoned o
r lasting longer than the
SL threshold during the current half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLev
elCallsOfferedHalf
Service Level RONA30
The total number of tasks of the call type that redirected on no answer within the
service level during th
e current half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLevelRONAHalf
Service Level Error30
The total number of tasks of the call type that ended in error state within the service
level during th
e current half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLevelErrorHalf
Service Level 30
The ICM/IPCC Enterprise service level for this call t
ype during the current half-hour
interval.
Derived from: Call_Type_Real_Time.ServiceLevelHalf
Talk Time 30
The total talk time in HH:MM:SS (hours,minutes,seconds) format for tasks of this call
t
ype ending during the half-hour interval.
Derived from: Call_Type_Real_Time.TalkTimeHalf
Hold Time 5
The total hold 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.HoldTimeTo5
Hold Time 30
The total hold time in HH:MM:SS (hours,minutes,seconds) format for tasks of this call
t
ype ending during the current half-hour interval.
Derived from: Call_Type_Real_Time.HoldTimeHalf
Hold Time Today
The total hold time in HH:MM:SS (hours,minutes,seconds) format for tasks of this call
ty
pe ending since midnight.
Derived from: Call_Type_Real_Time.HoldTimeToday
Flow Out 30
The number of tasks of this call type flowed out of a service to another call type during
the current half-hour interval. This field increments when a requalify or call type node
is executed in the script.
Derived from: Call_Type_Real_Time.OverflowOutHalf