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
*Completed Tasks: Calls Error
The number of calls for this Call Type that had
errors or were incomplete in the half
hour interval.
Derived from: Call_Type_Half_Hour.ErrorCountToHalf +
Call
_Type_Half_Hour.IncompleteCallsHalf +
Call_Type_Half_Hour.AgentErrorCountToHalf
Completed Tasks: Other
The number of tasks of the call type that are Short, have been routed to non Agent
targets
, and/or have been redirected in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsRONAToHalf +
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf +
Call_Type_Half_Hour.ShortCallsHalf
Completed Tasks: % Queued
The percentage of all handled tasks of the call
type that were queued in the half hour
interval.
Derived from: (Call_Type_Half_Ho
ur.CallsQHandledToHalf /
Call_Type_Half_Hour.CallsHandledHalf)
Completed Tasks: % Aban
The percentage of all the tasks that came in to
the call type in the half hour interval
that were abandoned.
Derived from: (Call_Type_Half_Hour.TotalCallsAbandToHalf /
(Call
_Type_Half_Hour.CallsHandledHalf +
Call_Type_Half_Hour.TotalCallsAband + Call_Type_Half_Hour.IncompleteCallsToHalf +
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 +
Call_Type_Half_Hour.ShortCallsHalf +
Call_Type_Half_Hour.ErrorCountToHalf) + Call_Type_Half_Hour.AgentErrorCountToHalf
Completed Tasks: Avg Aban Delay Time
The average delay time of all abandoned calls that ended in this call type during the
current
half hour interval. This includes calls that are abandoned in queue, abandoned
while at the IVR (prompting or self service) and abandoned while ringing at the agent's
phone or en route to the agent's phone.
Derived from: Call_Type_Half_Hour
.CallDelayAbandTimeToHalf/
Call_Type_Half_Hour.TotalCallsAbandToHalf
*Completed Tasks: Short Calls
The number of calls abandoned during the
CallTypeAbandonCallWaitTime. Calls
abandoned after this time period are counted as Abandoned calls and not as Short
Calls.
Derived from: Call_Type_Half_Hour.ShortCallsHalf