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
VRU Unhandled
The count of calls that were marked as Offered to the VRU
but not handled in the half
hour interval.
Derived from: Call_Type_Half_Hour
.VruUnhandledCallsToHalf
VRU Handled
The count of VRU calls that were marked as handled at the VRU in the half hour
interv
al.
Derived from: Call_Type_Half_Hour.VruHandledCallsToHalf
VRU Assisted
The count of VRU handled calls that were then marked as routed to agents in the half
hou
r interval.
Derived from: Call_Type_Half_Hour.VruAssistedCallsToHalf
VRU OptOut Unhandled
The count of VRU unhandled calls that were marked as routed to agents by caller
request
in the half hour interval.
Derived from: Call_Type_Half_Hour.VruOptOutUnhandledCallsToHalf
VRU Scripted Trans
The count of VRU calls that were marked as routed to agents as a result of normal
script procedure in
the half hour interval.
Derived from: Call_Type_Half_Hour.VruScriptedXferredCallsT
oHalf
VRU Forced Trans
The count of VRU calls that were marked as routed to agents as a result of caller
difficulties in
the half hour interval.
Derived from: Call_Type_Half_Hour.VruForcedXferredCallsToHalf
VRU Other
The count of VRU calls that were marked with a VRUProgress value other than those
listed
in the preceding half-hour period.
Derived from: Call_Type_Half_Hour.VruOtherCallsToHalf
VRU Time
The total time that the all calls spent at the VRU in the half hour interval, regardless
whet
her the call was queued or not.
Derived from: Call_Type_Half_Hour.VRUTimeToHalf