Cisco Cisco IPCC Web Option Betriebsanweisung
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Call Type Report Templates
caltyp20: Call Type Real Time Report
Service Level
The ICM service level for the current five minutes. For more on service levels, see
About_Service_Levels.
About_Service_Levels.
Derived from: Call_Type_Half_Hour.ServiceLevelTo5
Tasks
Offered5
Offered5
The number of tasks of this call type offered during the 5-minute interval.
Derived from: Call_Type_Real_Time.CallsOfferedto5
Tasks
Handled5
Handled5
The number of tasks of this call type handled for the call type ending during the
5-minute interval.
5-minute interval.
Derived from: Call_Type_Real_Time.CallsHandledto5
Tasks
Aban5
Aban5
The number of tasks abandoned at the IVR, while offered to the agent and on route to
the agent.
the agent.
Derived from: Call_Type_Real_Time.RouterCallsAbandQto5
Aban within Service Level
The number of tasks abandoned before the service level timer expired.
Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5
Default Label
The number of tasks of this type that ICM software used default routing for during the
half-hour interval.
half-hour interval.
Derived from: Call_Type_Real_Time.ICRDefaultRoutedtoHalf
Network Routed
The number of tasks of this type for which the IXC used default routing during the
current half-hour interval. For pre-routed tasks, the carrier decides where to route the
task.
current half-hour interval. For pre-routed tasks, the carrier decides where to route the
task.
Derived from: Call_Type_Real_Time.NetworkDefaultRoutedToHalf
Overflow Out
The number of tasks that executed a Requalify or Call Type node and overflowed to
another call type during the last 5 minutes.
another call type during the last 5 minutes.
Derived from: Call_Type_Real_Time.OverflowOutTo5
Calls Error
The number of errors for tasks of this type in the current half-hour interval.
Derived from: Call_Type_Real_Time.ErrorCountToHalf