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 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.
Talk Time Half
The total talk time in HH:MM:SS (hours,minutes,seconds) for tasks of this call type
ending in the h
alf hour interval.
Derived from: Call_Type_Half_Hour.TalkTimeHalf
Flow Out Half
Flow Out calls are those that executed a Requ
alify or Call Type node and flowed to
another call type.
Derived from: Call_Type_Half_Hour.OverflowOutHalf
Hold Time Half
The total hold time in HH:MM:SS (hours,minutes,seconds) for tasks of this call type
ending in the h
alf hour interval.
Derived from: Call_Type_Half_Hour.HoldTimeToHalf
Incomplete Tasks Half
The total number of tasks that were routed but did not arrive at the PG (Peripheral
Gatew
ay). The computer within the ICM system that communicates directly with the
ACD, PBX, or VRU at a contact center.
Derived from: Call_Type_Half_Hour.IncompleteCallsHalf
CT Delay Total Aban Time Half
The total time spent by all abandoned tasks that ended in this call type in the half-hour
interv
al. A task can span multiple call types; this includes only the time spent in this
call type and not all call types.
Derived from: Call_Type_Half_Hour.CTDelayAbandTimeToHalf
Delay Total Aban Time Half
The total time spent by all abandoned tasks that ended in this call type in the half-hour
interv
al. A task can span multiple call types; this includes the total time spent in all call
types.
Derived from: Call_Type_Half_Hour
.CallDelayAbandTimeToHalf
Delay Q Aban Time Half
The total time spent by all tasks that abandoned in queue for this call type in the
half
-hour interval.
Derived from: Call_Type_Half_Hour.DelayQAbandTimeToHalf