Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 3 CallType Reports
IPCC Call Type Real-Time Reports
Longest Task In Queue
The time spent in queue by the longest currently queued task.
NOTE: The time is calculated by subtracting the
Call_Type_Real_Time.RouterLongestCallQ time from the current time.
Call_Type_Real_Time.RouterLongestCallQ time from the current time.
Derived from: (DATEDIFF(ss, Call_Type_Real_Time.RouterLongestCallQ, getdate())
ASA5
The Average Speed of Answer for all tasks of the call type during the rolling five minute
interval. This is the average answer wait time from when a call arrives to when the call
is answered. This is applicable for ICM only if calls have been Translation Routed.
interval. This is the average answer wait time from when a call arrives to when the call
is answered. This is applicable for ICM only if calls have been Translation Routed.
Derived from: (Call_Type_Half_Hour.AnswerWaitTimeTo5/
Call_Type_Half_Hour.CallsAnsweredTo5)
Call_Type_Half_Hour.CallsAnsweredTo5)
caltyp28: Call Type Task Status Now Real Time Report (IPCC and Network VRU)
See
for an illustration of this report.
Data:
CallType Name
The enterprise name for the call type
Derived from: Call_Type.EnterpriseName
Tasks In Queue
Number of tasks currently in queue. Applicable in ICM only when using a Network VRU
and calls are queued at the ICM network queue.
and calls are queued at the ICM network queue.
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
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
Overview:
Subject
Bar graph of number of tasks in queue, tasks at VRU (not in
queue), and tasks with IPCC agents.
queue), and tasks with IPCC agents.
Purpose
Allows monitoring of number of tasks at VRU (Prompt or
Self-Service), number of tasks in Queue, and number of tasks
currently with agents.
For ICM, Tasks at VRU and Tasks in Queue are applicable only
when using a Network VRU.
Self-Service), number of tasks in Queue, and number of tasks
currently with agents.
For ICM, Tasks at VRU and Tasks in Queue are applicable only
when using a Network VRU.
Applicable environment
ICM and/or IPCC
Template type
Real-time graph
Default sort order
By call type
Drilldowns available
No
Schema database table
Call_Type
Call_Type_Real_Time