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
Router Q Global Limit
The number of queue attempts that failed
because the global system limit was
reached.
Derived from: Call_Type_Half_Hour.R
outerQueueGlobalLimitToHalf
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.
Tasks Routed
The number of tasks of this type that have been routed during the current h
alf-hour
interval.
Derived from: Call_Type_Half_Hour.CallsRoutedToHalf
Error Count
The number of errors for tasks of this type during the current h
alf-hour interval.
Derived from: Call_Type_Half_Hour.ErrorCountToHalf
Agent Error Count
The number of calls that encountered an err
or at the agent desktop during the current
half-hour interval.
Derived from: Call_Type_Half_Ho
ur.AgentErrorCountToHalf
ICR Default Routed
The number of tasks of this type for which the ICM used default routing during the
current h
alf-hour interval.
Derived from: Call_Type_Half_Ho
ur.ICRDefaultRoutedToHalf
Network Default Routed
The number of tasks of this type for which the IXC (IntereXchange Carrier, the
telephone
company providing connections between local exchanges in different
geographic areas) used default routing during the current half-hour interval.
Derived from: Call_Type_Half_Hour.NetworkDefaultRoutedToHalf
Return Busy
The number of tasks of this type that the ICM softw
are routed to the Busy target in the
half hour interval.
Derived from: Call_Type_Half_Hour.ReturnBusyToHalf
Return Ring
The number of tasks of this type that the ICM softw
are routed to the Ring target in the
half hour interval.
Derived from: Call_Type_Half_Hour.ReturnRingToHalf