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
Data:
Enterprise Name
The enterprise name for the call type and in parentheses the call type ID.
Derived from: Call_Type.EnterpriseName + Call_Type_Half_Hour.CallTypeID
Time Zone
The time zone for the date and time. The value is the
offset in minutes from Greenwich
Mean Time (GMT). GMT is the time zone at the meridian at Greenwich, England. This
time zone is used as an international standard.
Derived from: Call_Type_Half_Hour.TimeZone
Router Q Wait Time
The time in HH:MM:SS (hours,minutes,seconds) fo
rmat spent by the tasks of this type
in queue at the CallRouter in the half hour interval. (This counts only tasks that have
left the queue during the interval. Calls still in the queue at the end of the interval are
not counted.)
Derived from: Call_Type_Half_Hour.RouterQueueWaitTimeToHalf
Note In an ICM Enterprise deployment with an IPCC System PG, network queuing data is
not available in the ‘child’ reports or in the child agent/supervisor desktop. A call
center manager who would normally only look at the child reports will need to also
look at the parent ICM reports for network queuing data.
Router Q Tasks
The number of tasks removed from the queue to be routed in the half hour interval.
Derived from: Call_Type_Half_Ho
ur.RouterQueueCallsToHalf
Note In an ICM Enterprise deployment with an IPCC System PG, network queuing data is
not available in the ‘child’ reports or in the child agent/supervisor desktop. A call
center manager who would normally only look at the child reports will need to also
look at the parent ICM reports for network queuing data.
Avg Router Delay Queue
The average delay in queue in HH:MM:SS (hou
rs,minutes,seconds) for tasks removed
from the queue in the half hour interval.
Avg Router Delay Queue = Call_Type_Half_Hour.RouterQueueWaitTimeToHalf/
Call_Type_Half_Hour.RouterQueueCallsToHalf
Derived from: Call_Type_Half_Hour.AvgRouterDelayQToHalf
Drilldowns available No
Schema database
tables
Call_Type
Call_Type_Half_Hour