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
Data:
CallType Name
The enterprise name for the call type.
Derived from: Call_Type.EnterpriseName
Tasks Offered
Number of tasks offered to this call type in the curre
nt half hour interval.
Derived from: Call_Type_Real_Time.CallsOfferedHalf
caltyp27: Call Type Queue Delay Status Real Time
See Caltyp27, page 10-29 for an illustration of this report.
Data:
CallType Name
The enterprise name for the call type.
Derived from: Call_Type.EnterpriseName
Avg Delay Now
The average number of seconds spent in the queue for tasks that are currently in
queue.
Derived from: Call_Type_Real_Time.AvgRouterDelayQNow
Overview:
Subject Bar graph of time (in seconds) for aver
age delay in queue, longest
call in queue, and ASA over last 5 minutes.
Purpose Allows monitoring of customer experience
while waiting in queue,
such as average time spent in queue, longest task in queue, and
the average speed of answer.
For ICM, the queue statistics are applicable when doing Network
Queueing. The average speed of answer is applicable only if calls
have been translation routed.
Applicable environment IPCC and ICM.
Tem pl ate typ e Real-time graph
Default sort order By call type
Drilldowns available No
Schema database table Call_Type
Call_Type_Real_Time