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
Tasks Assigned from Queue
The number of tasks of the call type assigned from the queue to
be routed in the half
hour interval.
Derived from: Call_Type_Half_Hour.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.
Tasks Answered
The number of calls of the call type that were answere
d by the agent in the half hour
interval.
Derived from: Call_Type_Half_Hour.CallsAnsweredToHalf
Tasks Answer Wait Time
For the half-hour interval, the total time in seconds before all tasks of this call type
we
re answered. The measurement of Answer Wait Time for a call begins when the call
is queued.
Note When translation-routed calls are queued through an enterprise VRU, the
measurement of Answer Wait Time begins when the call is queued. The measurement
of Service Level begins when the call arrives at the routing script, or when its call type
is changed. Therefore, unless the routing script is set up change the call type when
self-service is completed, time spent in self-service will negatively impact the Service
Level.
Completed Tasks
The following set of fields contain data only for tasks completed during the selected
interv
al. See the Note in the preceding "Tasks Offered" field description of this template
description for more information on completed tasks.
Completed Tasks: Total
The number of tasks of the call type that were
completed in the half hour interval.
Derived from: Call_Type_Half_Ho
ur.CallsHandledHalf +
Call_Type_Half_Hour.TotalCallsAbandToHalf +
Call_Type_Half_Hour.IncompleteCallsHalf +
Call_Type_Half_Hour.ReturnBusyToHalf +
Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ICRDefaultRoutedToHalf +
Call
_Type_Half_Hour.NetworkDefaultRoutedToHalf +
Call_Type_Half_Hour.OverflowOutHalf +
Call_Type_Half_Hour.CallsRONAToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Call
_Type_Half_Hour.CallsRoutedNonAgentToHalf +