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
Delay Ring Aban Time Half
The total time spent by all tasks that abandoned at the ag
ent desktop while ringing for
this call type in the half-hour interval.
Derived from: Call_Type_Half_Hour.DelayAgentAbandTimeToHalf
SL Type
The default value that indicates how ICM software calculates the service level (that is,
how it handles abandoned calls in calculating the service level). You can override this
default for individual call types.
Derived from: Call_Type_Half_Ho
ur.ServiceLevelType
Short Tasks
The number of calls abandoned within a very sho
rt period of time, as configured in the
AbandonedCallWaitTime threshold, that you do not want to treat as abandoned calls.
Calls abandoned after this time period are counted as Abandoned, not Short tasks.
Derived from: Call_Type_Half_Hour.ShortCallsHalf
Tasks Ans
The count of calls that were answered by
the agent in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsAnsweredToHalf
Tasks No Agents
The number of calls that are sent to targets where the router has NOT picked an agent
explicitly and it
has not used a Translation Route in the half hour interval.
Derived from: Call_Type_Half_Hour
.CallsRoutedNonAgentToHalf
Tasks No Ans
The number of calls that were redirected because the agent did not answer the call in
the half
hour interval.
Derived from: Call_Type_Half_Hour.CallsRONAToHalf
Tasks Release
The count of calls that executed the Release node in their routing script in the half hour
interv
al.
Derived from: Call_Type_Half_Hour.ReturnReleaseToHalf
Tasks Q Handled
The count of handled calls that were queued in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsQHandledToHalf
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.