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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

SL Errors

The total number of tasks of this call type th

at ended in error state within the service

level threshold in the half hour interval.

Derived from: Call_Type_Half_Ho

ur.ServiceLevelErrorToHalf

SL RONA

The total number of tasks of this call type th

at redirected on no answer within the

service level threshold in the half hour interval.

Derived from: Call_Type_Half_Ho

ur.ServiceLevelRONAToHalf

SL Aban

The total number of tasks of this call type abandoned within the se

rvice level threshold

in the half hour interval.

Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf

Note • With the existence of a network VRU, for IPCC and for ICM systems in which calls are

translation-routed, 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.

• F

or the ServiceLevelABand fields, the router includes the time spent in this call type only.

SL Tasks

The total number of tasks of this call type an

swered within the service level threshold

in the half hour interval.

Derived from: Call_Type_Half_Hour.ServiceLevelCallsHalf

SL Tasks Offered

The total number of tasks of this call type that had service-level events in the half hour

interv

al.

Derived from: Call_Type_Half_Hour.ServiceLev

elCallsOfferedHalf

Note With the existence of a network VRU, for IPCC and for ICM systems in which calls are

translation-routed, 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.

SL Half

The ICM/IPCC Enterprise service level for the call type in the half hour interval.

Derived from: Call_Type_Half_Hour.ServiceLevelHalf