Cisco Cisco IPCC Web Option User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Call Type Real-Time Reports
3 IPCC CallType Reports
Data:
Enterprise Name
The enterprise name for the call type and its ID number.
Derived from: Call_Type.EnterpriseName + Call_Type.CallTypeID
DateTime
The Central Controller date and time at the start of the interval when the row was
generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes,
seconds) format.
generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes,
seconds) format.
Derived from: Call_Type_Real_Time.DateTime
NOTE: For the following Avg Router Delay Q fields 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.
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.
Avg Router Delay Q 30
The average number of seconds spent in the CallRouter queue for tasks of this type
that were removed from the queue during the current half-hour interval.
that were removed from the queue during the current half-hour interval.
Derived from: Call_Type_Real_Time.AvgRouterDelayQHalf
Avg Router Delay Q Now
The average number of seconds spent in the CallRouter queue for tasks of this type
that are currently in queue.
that are currently in queue.
Derived from: Call_Type_Real_Time.AvgRouterDelayQNow
Avg Router Delay Q 5
The average number of seconds spent in the CallRouter queue for tasks of this type
that were removed from the queue during the five-minute interval.
that were removed from the queue during the five-minute interval.
Derived from: Call_Type_Real_Time.AvgRouterDelayQTo5
Purpose
To show all the available call-type real-time data in the
Call_Type_Real_Time database table so that you can select which
data you want for a customized call-type real-time report.
Note: This report is designed to be saved and exported or copied
to another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If
that is not acceptable, you can also use a third-party tool to
customize your report.
Call_Type_Real_Time database table so that you can select which
data you want for a customized call-type real-time report.
Note: This report is designed to be saved and exported or copied
to another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If
that is not acceptable, you can also use a third-party tool to
customize your report.
Applicable environment
IPCC and/or ICM
Template type
Real-time table
Drilldowns available
No
Schema database table
Call_Type
Call_Type_Real_Time
Call_Type_Real_Time