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

IPCC Call Type Report Templates

caltyp20: Call Type Real Time Report

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

The service level for tasks handled since midnight. 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.ServiceLevelToday 

caltyp20: Call Type Real Time Report

The enterprise name for the call type.

Derived from: Call_Type.EnterpriseName

Average Speed of Answer during the current 5 minutes. The total Answer Time for all 
tasks of the call type divided by the number of tasks of this type answered during the 
current 5-minute interval.

Derived from: (Call_Type_Real_Time.AnswerWaitTimeTo5 / 

Call_Type_Real_Time.CallsAnsweredTo5)

The number of tasks of the call type in the CallRouter queue at the current time.

Derived from: Call_Type_Real_Time.RouterCallsQNow

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. The time is calculated 
by subtracting the Call_Type_Real_Time.RouterLongestCallQ time from the current 
time.

Derived from: (DATEDIFF(ss, Call_Type_Real_Time.RouterLongestCallQ, get-

date())

Subject

A table of all the selected call types showing the current status of 
each

Purpose

To show the current status of call types

Applicable 
environment

IPCC and/or standard ACD

Template type

Real-time table

Default sort order

By call type

Drilldowns available

No

Schema database 
tables

Call_Type
Call_Type_Real_Time