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
Call_Type_Half_Hour.ShortCallsHalf +
Call_Type_Half_Hour.AgentErrorCountToHalf +
Call_Type_Half_Hour.ErrorCountToHalf
Completed Tasks: Tasks Handled
The number of tasks of the call type handled for the call type ending during the
half-hour.
Derived from: Call_Type_Half_Ho
ur.CallsHandledHalf
Completed Tasks: Aban
The number of tasks to the call type that abandoned
in the half hour interval. This
includes calls that were abandoned in queue, calls that were abandoned while at the
IVR (prompting or self service), and calls that were abandoned while ringing at the
agent's phone or en route to the agent's phone.
Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf
Note This is applicable to IPCC, only with the following exception: This field is also valid for
both IPCC and ICM targets that use translation routes.
Completed Tasks: Return
The number of tasks of the call type that ICM softw
are routed to Return nodes in the
half hour interval.
Derived from: Call_Type_Half_Hour.ReturnBusyToHalf +
Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Completed Tasks: Def
ault Treatment
The number of tasks of the call type that have been given default treatment or end
nodes in th
e half hour interval.
Derived from: Call_Type_Half_Ho
ur.ICRDefaultRoutedToHalf
Completed Tasks: Network
Routed
The number of tasks of the call type that were
routed not by ICM software but by the
carrier in the half hour interval. For pre-routed calls, the carrier decides where to route
the call.
Derived from: Call_Type_Half_Hour.NetworkDefaultRoutedToHalf
Completed Tasks: Flow Out
The number of tasks of the call type that flowed out of the c
all type to another call type
in the half hour interval.
See How
OverFlowOut is Incremented in Call Type Reports.
Derived from: Call_Type_Half_Hour.OverflowOutHalf