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.CallsRoutedNonAgentToHalf + Call_Type_Half_Hour.ShortCallsHalf
+ Call_Type_Half_Hour.AgentErrorCountToHalf +
Call_Type_Half_Hour.ErrorCountToHalf)
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.
The abandoned calls include 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
.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, not Short Calls.
Derived from: Call_Type_Half_Hour.ShortCallsHalf
Call Type Summary
The totals for each field, with the exception of the service level fields (which contain
perce
ntage values), for each call type.
Report Summary
The totals for each field for all call types in the report, with the exception of the service
level fie
lds (which contain percentage values).
caltyp23: Call Type Historical All Fields Report
Overview:
Subject A table of all the selected call types listing all the available
ca
ll-type historical report data for the selected interval.
Purpose To show all the available call-type historical report data in the
Call_T
ype_Half_Hour database table so that you can select which
data you want for a customized call-type historical report.
Note This report is designed to be saved and exported or copied
to another format. For example, you can export the report
to an Excel spreadsheet and modify the report to suit your
needs. If that is not acceptable, you can also use a
third-party tool to customize your report.
Applicable environment IPCC and/or ICM
Tem pl ate typ e Historical table
Default sort order By call type and then by date and time