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
Wait Time in Queue
The time in HH:MM:SS (hours, minutes, and seconds) that th
is call type spent in the
Call Router queue in the half hour interval before being routed to a valid target. (A valid
target could be a skill target, such as an agent, or a network target, such as a label or
busy signal.) This count includes only calls that exited the queue during the interval.
Calls still in the queue at the end of the interval are not counted.
Derived from: Call_Type_Half_Hour.RouterQueueWaitTimeToHalf
Note In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC
Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would normally only look at
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
Avg Delay in Queue
The average delay in queue in HH:MM:SS (hours, minutes, and seconds) for calls
re
moved from the queue in the half hour interval.
Derived from: Call_Type_Half_Hour.RouterQueueWaitTimeToHalf/
C
all_Type_Half_Hour.RouterQueueCallsToHalf
Tasks Routed
The number of calls of this type that have been routed in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsRoutedToHalf
Assigned from Queue
The number of calls removed from queue to be routed in the half hour interval.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
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.
Tasks Aband
The total number of tasks that abandoned for this call
type in the half-hour interval.
These tasks include queued tasks, tasks at a VRU prompt or self service, and tasks that
were ringing at the agent desktop.
Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf
Note Applies to IPCC, only with one exception: This field is also valid for both IPCC and ICM
targets that use translation routes.