Cisco Cisco IPCC Web Option User Guide

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

IPCC Call Type Real-Time Reports

3      IPCC CallType Reports

The number of tasks currently in the queue.

Derived from:  Call_Type_Real_Time.RouterCallsQNow

The number of tasks that have been routed to IPCC agents but are not yet ended. This 
column is incremented when the call is answered and decremented when the call ends, 
i.e., after wrap up has completed, if applicable.

NOTE: This column is applicable to IPCC only.

Derived from: Call_Type_Real_Time.CallsAtAgentNow

The number of tasks of the call type in the CallRouter queue at the current time.

Derived from: Call_Type_Real_Time.RouterCallsQNow

The time spent in queue for the longest currently queued task, measured in HH:MM:SS 
(hours,minutes,seconds) format. The time is calculated by subtracting the time the 
task entered the queue from the current time.

The ICM/IPCC Enterprise service level for the rolling five minute interval. For more on 
service levels, see About_Service_Levels.

Derived from: Call_Type_Half_Hour.ServiceLevelTo5 

The number of tasks of this call type offered during the rolling five-minute interval. 

Derived from: Call_Type_Real_Time.CallsOfferedto5

The number of tasks of this call type handled for the call type ending during the rolling 
five minute interval.

Derived from: Call_Type_Real_Time.CallsHandledto5

The number of tasks abandoned at the IVR during the rolling five minute interval, while 
offered to the agent and on route to the agent.

Derived from: Call_Type_Real_Time.TotalCallsAbandTo5

The number of tasks abandoned before the service level timer expired.

Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5