Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

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Call Type Reports

caltyp20: Call Type Real Time Report

Data:

Enterprise Name

The enterprise name for the call type.
Derived from: Call_Type.EnterpriseName

ASA5

Average Speed of Answer during the current 5 minutes. The total Handle Time

for all tasks of the call type divided by the number of tasks of this type

handled during the current 5-minute interval.
Derived from: (Call_Type_Real_Time.HandledTimeTo5 /

Call_Type_Real_Time.CallsHandledTo5)

Queue Now

The number of tasks of the call type in the CallRouter at the current time.
Derived from: Call_Type_Real_Time.RouterCallsQNow

Longest Task Queued

The time that the longest currently queued task of the call type entered the

Call Router queue, measured in HH:MM:SS (hours,minutes,seconds) format.
Derived from: Call_Type_Real_Time.RouterLongestCallQ

Overview:

Title

The name you give it when you save the report.

Subject

A table of all the selected call types showing the current

status of each

Purpose

To show the current status call types

Applicable

environment

IPCC

Template type

Real-time table

Default sort order

By call type

Drilldowns available

Schema database

tables

Call_Type

Call_Type_Real_Time