User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 10 Sample Reports
Multimedia Reporting Sample Call Scenarios
Agent PG receives StartTask message
Call_Type_Report Fields Affected By Call Flow
CallType 24
The following fields will be incremented:
• T
asks Ans 5
• T
asks Ans 30
• T
asks Ans Today
• Answ
er Wait Time 5
• A
nswer Wait Time 30
• Answ
er Wait Time Today
The following fields will be incremented if
ServiceLevelThreshold > =133 for CalType
(133 = answer wait time for this task):
• Service Level Tasks 5
• Service Le
vel Tasks 30
• Service Le
vel Tasks today
• Service Le
vel Offered 5
• Service Le
vel Offered 30
• Service Le
vel Offered Today
The following fields will be incremented if
Service level timer for call type CT passed
before the StartTask was received.
• Service Level Offered 5
• Service Le
vel Offered 30
• Service Le
vel Offered Today