Cisco Cisco Unified Intelligent Contact Management Software User Guide

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Call Type Reports

caltyp20: Call Type Real Time Report

The service level for the current five minutes. This depends on how 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 abandoned tasks: service level = ServiceLevelCalls/ 

(ServiceLevelCallsOffered )

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

ServiceLevelAband) /ServiceLevelCallsOffered

In the preceding calculations, ServiceLevelCallsOffered are all the tasks 

answered within the threshold. For example: all tasks answered within 5 

minutes.
Derived from: (Call_Type_Half_Hour.HandledTimeTo5 / 

Call_Type_Real_Time.CallsHandledTo5)

The number of tasks of this call type offered during the 5-minute interval. 

Tasks Offered = tasks handled + tasks abandoned + return busy + return ring 

+ default treatment + Network routed + Overflow Out.
Derived from: Call_Type_Real_Time.CallsOfferedto5

The number of tasks of this call type handled for the service ending during the 

5-minute interval.
Derived from: Call_Type_Real_Time.CallsHandledto5

The number of tasks abandoned at the IVR, while offered to the agent and on 

route to the agent.
Derived from: Call_Type_Real_Time.RouterCallAbandQto5

The number of tasks abandoned before the service level timer expired.
Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5