Cisco Cisco IPCC Web Option User Guide
IPCC Call Type Report Templates
caltyp22: Call Type Daily Report
3-
25
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Call_Type_Half_Hour.ShortCallsHalf +
Call_Type_Half_Hour.ErrorCountToHalf
Completed Tasks: Tasks
Handled
Handled
The number of tasks of the call type handled for the call type ending during the
half-hour.
half-hour.
Derived from: Call_Type_Half_Hour.CallsHandledHalf
Completed Tasks: Tasks
Aban
Aban
The number of tasks to the call type that abandoned during the interval. This includes
calls that abandoned while listening to the IVR and calls that abandoned while offered
to the agent or on route to the agent's phone.
calls that abandoned while listening to the IVR and calls that abandoned while offered
to the agent or on route to the agent's phone.
Derived from: Call_Type_Half_Hour.RouterCallsAbandQToHalf
Completed Tasks: Return
The number of tasks of the call type that ICM software routed to Return nodes during
the half-hour interval.
the half-hour interval.
Derived from: Call_Type_Half_Hour.ReturnBusyToHalf +
Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Completed Tasks: Default Treatment
The number of tasks of the call type that have been given default treatment or end
nodes during the interval.
nodes during the interval.
Derived from: Call_Type_Half_Hour.ICRDefaultRoutedToHalf
Completed Tasks: Network Routed
The number of tasks of the call type that were routed not by ICM software but by the
carrier during the interval. For pre-routed calls, the carrier decides where to route the
call.
carrier during the interval. For pre-routed calls, the carrier decides where to route the
call.
Derived from: Call_Type_Half_Hour.NetworkDefaultRoutedToHalf
Completed Tasks: Overflow Out
The number of tasks of the call type that overflowed out of the call type to another call
type during the interval.
type during the interval.
Derived from: Call_Type_Half_Hour.OverflowOutHalf
*Completed Tasks: Calls Error
The number of calls for this Call Type that had errors or were incomplete during the
half-hour interval.
half-hour interval.
Derived from: Call_Type_Half_Hour.ErrorCountToHalf +
Call_Type_Half_Hour.IncompleteCallsHalf