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 Assist
The number of the VRU handled calls marked as routed to agents in the half hour
interv
al.
Derived from: Call_Type_Half_Hour.VruAssistedCallsToHalf
VRU Opt Out
The number of the VRU unhandled calls that were marked as routed to agents by caller
request in the half hour interval.
Derived from: Call_Type_Half_Hour.VruOptOutU
nhandledCallsToHalf
VRU Scripted Trans
The number of the VRU calls marked as routed to agents as a
result of normal script
procedure in the half hour interval.
Derived from: Call_Type_Half_Hour.Call_Type_Half_Hou
r.VruScriptedXferredCallsToHalf
VRU Forced Trans
The number of the VRU calls 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 number of VRU calls marked with any VRUProgress value other than those listed
abo
ve in the half hour interval.
Derived from: Call_Type_Half_Hour.VruOtherCallsToHalf
Flow Out
The number of calls flowed out to another call type during the current half hour
interv
al. This field increments when a requalify or call type node is executed in the
script.
See How
OverFlowOut is Incremented in Call Type Reports.
Note: In IPCC,
if the call goes to the IVR before it redirects off the agent’s phone. This
field is updated instead of the RedirectNoAnsCallsToHalf field in the
Skill_Group_Half_Hour table.
Derived from: Call_Type_Half_Hour.OverflowOutHalf
Talk Time
The total talk time in HH:MM:SS (hours, minutes, and seconds) for calls of this call
t
ype ending in the half hour interval.
Derived from: Call_Type_Half_Hour.TalkTimeHalf
Handle Time
The total handle time in HH:MM:SS (hours, minutes, and seconds) for all calls of this
call type ending in the half hour interval.
Derived from: Call_Type_Half_Hour.HandleTimeHalf