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 Historical Reports
Data:
Enterprise Name
The enterprise name of the call type.
Derived from: Call_Type.EnterpriseName
DateTime
The date and time when the record was ge
nerated in MM/DD/YYYY (month, day, year)
and HH:MM:SS (hours, minutes, seconds) format.
Derived from: Call_Type_Half_Hour.DateTime
Tasks Routed
The number of tasks that have been routed in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsRoutedToHalf
Assigned from Queue
The number of tasks assigned from the queue to be routed in the half hour interval.
Derived from: Call_Type_Half_Ho
ur.RouterQueueCallsToHalf
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.
Avg Wait Time in Queue
The average delay in queue (in HH:MM:SS (hour
s, minutes, seconds)) for tasks that
abandoned the queue and/or were assigned from the queue in the half hour interval.
Derived from: Call_Type_Half_Hour.AvgRouterDelayQToHalf
Note In an ICM Enterprise deployment with an IPCC System PG, network queuing data is
not available in the ‘child’ reports or in the child agent/supervisor desktop. A call
center manager who would normally only look at the child reports will need to also
look at the parent ICM reports for network queuing data.
Default sort order By call type and then by date and time
Drilldowns available No
Schema database
tables
Call_Type
Call_Type_Half_Hour