Cisco Cisco IP Contact Center Release 4.6.2 User Guide

ICM WebView Online Help

Call Type Reports

caltyp04: Task Type Service Level Real Time Report

A call type is a category of incoming tasks which is based on the dialed 

number (DN), the caller-entered digits (CED), and the calling line ID (CLID). 
Each call type has a schedule that determines which routing script or scripts 

are active for that call type at any time. In reports, you might want to display 

data such as the number of tasks of a certain call type that used default 

routing during a specified interval.
Derived from: Call_Type.EnterpriseName

A measurement of service level for tasks handled during the five-minute 

interval, with positive impact of abandoned tasks.
Derived from: (Call_Type_Real_Time.ServiceLevelCallsTo5 + 

Call_Type_Real_Time.ServiceLevelAbandTo5) * 1.0 /

Call_Type_Real_Time.ServiceLevelCallsOfferedTo5

A measurement of service level for tasks handled for the current half-hour, 

with positive impact of abandoned tasks.
Derived from: (Call_Type_Real_Time.ServiceLevelCallsHalf + 

Call_Type_Real_Time.ServiceLevelAbandHalf) * 1.0 / 

Call_Type_Real_Time.ServiceLevelCallsOfferedHalf

A measurement of service level for tasks handled since midnight, with positive 

impact of abandoned tasks.
Derived from: (Call_Type_Real_Time.ServiceLevelCallsToday + 

Call_Type_Real_Time.ServiceLevelAbandToday) * 1.0 /

Call_Type_Real_Time.ServiceLevelCallsOfferedToday