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 In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC
Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would normally only look at
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
Router Tasks Aban Total
The total number of tasks that abandoned for this call
type in the half-hour interval.
These tasks include queued tasks, task at a VRU prompt or self service, and tasks that
were ringing at the agent desktop.
Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf
Note Applies to IPCC, only with one exception: This field is also valid for both IPCC and ICM
targets that use translation routes.
Router Tasks Aban Queue
The number of tasks to the call type that abandoned during the half-hour interval. This
includes calls that abandoned while at
the IVR and calls that abandoned while ringing
at the agent's phone or on route to the agent's phone.
Derived from: Call_Type_Half_Hour.RouterCallsAbandQToHalf
Note Applies to IPCC, only with one exception: This field is also valid for both IPCC and ICM
targets that use translation routes.
Router Tasks Aban Ring
The number of tasks to the call type that abandoned at the agent desktop during the
half
-hour interval.
Derived from: Call_Type_Half_Hour.R
outerCallsAbandToAgentToHalf
Note Applies to IPCC, only with one exception: This field is also valid for both IPCC and ICM
targets that use translation routes.
Router Q Call Type Limit
The number of queue attempts that failed because the limit
for the call type was
reached.
Derived from: Call_Type_Half_Hour.RouterQueueCallTypeLimitToHalf
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.