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
CT VRU Time
The total time that the all calls spent at the VRU in the half hour interval in the current
call t
ype, regardless whether the call was queued or not.
In a NAM/CICM deployment (VRU at NAM), this v
alue is updated for calls that the CICM
sends to the VRU. Calls that the NAM itself sends to the VRU update the call type
metrics in the NAM.
In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated
for
calls that the CICM sends to VRU1. Calls that the NAM Router itself sends to VRU1
update the call type metrics in the NAM. Service data for VRU2 is stored in the CICM
data base.
In an ICM Enterprise deployment with an IP
CC 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.
Derived from: Call_Type_Half_Hour.CTVRUTimeToHalf
Recovery Key
A value used internally by the ICM software to track virtual time.
Derived from: Call_Type_Half_Hour.RecoveryKey
Bucket Interval ID
The ID of the Bucket Intervals from the Buck
et_Interval Table used to generate the
following fields in this record.
Derived from: Call_Type_Half_Hour.BucketIntervalID
DB DateTime
The date and time that data was last written to the ICM historical database (HDS) from
the logger
database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
Derived from: Call_Type_Half_Hour.DbDatetime
Note • For the following Interval fields, 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 negatively impacts the Service
Level.
• F
or the AbandInterval fields, the measurement of time begins when the call arrives at the
router till the time the router receives the TCD. When the call type is changed, these
fields also include the time spent in the previous call type.
Ans Interval 1
The number of calls that were answered within interval 1.
Derived from: Call_Type_Half_Hour.AnsInterval1