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

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Call Type Reports

caltyp22: Call Type Daily Report

caltyp22: Call Type Daily Report

The enterprise name for the call type and in parentheses the call type ID .
Derived from: Call_Type.EnterpriseName + Call_Type_Half_Hour.CallTypeID

The date when the record was generated in MM/DD/YY (month, day, year) 

format.
Derived from: Call_Type_Half_Hour.DateTime

The ICM service level for the call type during the half-hour interval. This 

depends on how the service level is configured. There are three different ways 

for calculating service level based on the effect of abandoned tasks on the 

service level configuration parameter:

Ignore abandoned tasks: service level = 

ServiceLevelCalls/(ServiceLevelCallsOffered – ServiceLevelAband)

Negative impact of abandon tasks: service level = ServiceLevelCalls/ 

(ServiceLevelCallsOffered )

Positive impact of abandoned tasks: service level =  (ServiceLevelCalls + 

ServiceLevelAband) /ServiceLevelCallsOffered

Title

The name you give it when you save the report.

Subject

A table of selected call types showing the status of their 

tasks, gathered in day increments.
Note: This report displays the same data as the Caltyp21 

report, except that the data here is broken down by day 

instead of by half hour.

Purpose

To show the daily status of the selected call type(s) for the 

selected day(s).

Applicable 

environment

IPCC

Template type

Historical table

Default sort order

By call type and then by date and time

Drilldowns available

No

Schema database 

tables

Call_Type

Call_Type_Half_Hour