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
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 derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf
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
during the half-hour interval.
Derive from: Call_Type_Half_Hour.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 +
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: Tasks Aban
The number of tasks to the call type that abandoned during
the interval. This includes
calls that abandoned in queue, calls that abandoned while at the IVR (prompting or self
service), and calls that abandoned while ringing at the agent's phone or en route to the
agent's phone.
Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf
Completed Tasks: Return
The number of tasks of the call type that ICM software routed to Return nodes during
the half
-hour interval.
Derived from: Call_Type_Half_Hour.ReturnBusyToHalf +
Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +