Cisco Cisco IPCC Web Option User Guide

Reports on ASA, Service Level, tasks offered, handled and
abandoned, average abandon delay time, and the number of calls
that received return ring and return busy treatment.

caltyp21: Call Type Half Hour Report

Reports on ASA, average abandon delay, and the number of calls
that have abandoned and been answered in each call type bucket
interval.

caltyp31: Call Type Abandon/Answer Distribution by Half Hour

Reports on percent of calls answered and the cumulative number
of calls that have abandoned and been answered in each call type
bucket interval.

caltyp33: Call Type Abandon/Answer Cumulative Distribution
by Half Hour

Call types define call treatment in an IPCC Enterprise system and group calls for reporting; a call type
is associated with a call at the initial route request and can be changed within a script for routing and/or
reporting purposes. Therefore, the call type the highest level reporting entity. . Reporting on call type
activity provides insight into end-to-end customer interactions with the system and with agents by providing
data such as Service Level adherence, transfers, average speed of answer, calls handled, and calls
abandoned.

Data within call type reports balance for the following:

•

Calls answered by agents

•

Calls abandoned at the VRU

•

Calls that abandon while en-route to an agent or while being offered to an agent's phone

•

Short calls

•

Calls that are given busy, ring, default routed or network routed treatment

•

Calls that go to another call type within a routing script via the Call Type or Requalify node

•

Calls that abandon en-route to the VRU

•

Calls that have a bad label

•

Calls that re-route on no answer from the agent’s phone

•

Calls that terminate the script via the Label node to a non-monitored device, such as voice mail