User Guide

10-72
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 10 Sample Reports
Multimedia Reporting Sample Call Scenarios
Call_Type_Report Fields Affected By Call Flow
CallType 23
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. When
this timer is passed, the following fields
are incremented:
• Service Level Offered 5
• Service Le
vel Offered 30
• Service Le
vel Offered Today
Skill_Group_Report Fields Affected By Call Flow
EntSkg28 / PerSkg28
The following fields will be incremented:
• Answered 5
• Ans
Wait Time 5
• R
eserved will
• Activ
e In will
EntSkg27 / PerSkg27
The following fields will be incremented:
• Answ
ered
• Ans W
ait Time
Agent -->Skill_Group_Report Fields Affected By Call Flow
AgtSkg27 • Incoming Tasks: Ans Wait Time will be
incremented.