Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Cisco  IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC Call Type Report Templates

IPCC Call Type Real-Time Reports

IPCC Call Type Real-Time Reports

caltyp04: Call Type Service Levels 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

The service level for tasks handled during the five-minute interval. The service level 
calculation is based on the service level type configuration. See About_Service_Levels 
for the three different types of service levels you can configure for this report.

Derived from: Call_Type_Real_Time.ServiceLevelTo5

The service level for tasks handled for the current half-hour. The service level 
calculation is based on the service level type configuration. See About_Service_Levels 
for the three different types of service levels you can configure for this report.

Derived from: Call_Type_Real_Time.ServiceLevelHalf 

Subject

A bar graph of selected call types showing their service levels 
since the end of the last 5-minute and half-hour intervals, and 
since midnight.

Purpose

To display the call type service level status for the day, for the 
current five minutes, and for the current half hour.

Applicable 
environment

IPCC and/or standard ACD

Template type

Real-time bar graph

Default sort order

By call type

Drilldowns available

No

Schema database 
tables

Call_Type
Call_Type_Real_Time