User Guide

2-28
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 2 CallType Reports
IPCC Call Type Historical Reports
Note These are tasks in Run VRUScript or Wait state in the routing script.
Tasks with IPCC Agents
The number of tasks that are currently with IPCC agents th
at have been answered but
are not yet handled. A task is considered to be handled after any wrap-up work
associated with the task is completed. This is applicable for IPCC only.
Derived from: Call_Type_Real_Time.CallsAtAgentNow
IPCC Call Type Historical Reports
• caltyp05: Analysis of Calls Half Hour Report, page 2-28
• caltyp21: Call Type Half Hour Report, page 2-30
• caltyp22: Call Type Daily Report, page 2-35
• caltyp23: Call Type Historical All Fields Report, page 2-40
• caltyp31: Call Type Abandon/Answer Distribution by Half Hour Report, page 2-52
• caltyp32: Call Type Abandon/Answer Distribution Report, page 2-56
• caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report, page
2-60
• caltyp34: Call Type Abandon/Answer Cumulative Distribution Report, page 2-64
• caltyp35: VRU Calls Analysis Half Hour Report, page 2-68
• caltyp36: VRU Calls Analysis Daily Report, page 2-71
• caltyp37: Call Type Service Level Abandons Daily Report, page 2-74
caltyp05: Analysis of Calls Half Hour Report
See Caltyp05, page 10-26 for an illustration of this report.
Overview:
Subject A table of selected call types showing half-hour routing and
queuing de
tails for tasks.
Purpose To show routing and queuing status for call types during the
sele
cted time period.
Applicable
en
vironment
IPCC and/or ICM
Tem pl ate typ e Historical table