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
Network Announcement
The number of tasks routed with an announcement node during the half-hour period.
Derived from: Call_Type_Half_Hour.NetworkAnnouncementToHalf
Answer Wait Time
The sum of answer wait time in HH:MM:S
S (hours,minutes,seconds) for all tasks
answered for the call type in the half hour interval.
Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf
Note With the existence of a network VRU, for IPCC and for ICM systems in which calls are
translation-routed, the measurement of Answer Wait Time for a call begins when the
call is queued, whereas the measurement of Service Level begins when the call arrives
at the routing script, or when its call type is changed.
This means that if self-service
is performed on a call before the call is queued to an agent, the routing script must
be set up to change the call type of the call when self-service is completed.
Otherwise, the time spent in self-service will negatively impact the Service Level.
Tasks Handled
The total number of tasks handled to completion for
the call type in the half hour
interval.
Derived from: Call_Type_Half_Ho
ur.CallsHandledHalf
Tasks Offered
Tasks that have been offered to this ca
ll type during the interval.
Tasks offered (Call_Type_Half_Hour.CallsOffe
redHalf) = RouterCallsAbandQToHalf +
ErrorCountToHalf + ICRDefaultRoutedToHalf + CallsHandledHalf + OverflowOutHalf +
IncompleteCallsHalf + ShortCallsHalf + NetworkAnnouncementToHalf +
ReturnBusyToHalf + ReturnRingToHalf+ NetworkDefaultRoutedToHalf +
ReturnReleaseToHalf + CallsRONAToHalf + CallRoutedNonAgentToHalf
Derived from: Call_Type_Half_Hour.CallsOfferedHalf
Note Calls offered is incremented when a call gets offered to the router. However, some of
the other fields are not incremented until the call is complete. For example, a call
offered at 8:55 might not be done with an agent until 9:05 so that the offered field
would show up in the 8:30 half-hour data, but one of the other fields, like Calls
Handled, would not show up until the 9:00 half-hour data. This means that the
preceding equation will not be necessarily true on a half-hour basis, but could be true
over a day's time (if no calls extend across midnight).
Handle Time
The total handle time in HH:MM:SS (hours,minute
s,seconds) for all tasks of this call
type ending in the half hour interval.
Derived from: Call_Type_Half_Hour.HandleTimeHalf