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
caltyp28: Call Type Task Status Now Real Time Report (IPCC and Network VRU)
See Caltyp28, page 10-30 for an illustration of this report.
Data:
CallType Name
The enterprise name for the call type.
Derived from: Call_Type.EnterpriseName
Tasks In Queue
Number of tasks currently in queue. Applicable in ICM
only when using a Network VRU
and calls are queued at the ICM network queue.
Derived from: Call_Type_Real_Time.RouterCallsQNow
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.
Tasks at VRU (Not In Queue)
Number of tasks currently at a VRU (Prompt or
Self Service). This is applicable in ICM
only when using a Network VRU and calls are queued at the ICM network queue.
Derived from: Call_Type_Real_Time.CallsAtVRUNow -
Call
_Type_Real_Time.RouterCallsQNow
Overview:
Subject Bar graph of number of tasks in queue, tasks at VRU (not in
queu
e), and tasks with IPCC agents.
Purpose Allows monitoring of number of tasks at VRU (Prompt or
Se
lf-Service), number of tasks in Queue, and number of tasks
currently with agents.
For ICM, Tasks at VRU and Tasks in Queue are applicable only
when using a Network VRU.
Applicable environment ICM and/or IPCC
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