Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Reports on the number of tasks offered during the current half-hour
interval.

caltyp26: Call Type Tasks Offered Over Half
Hour Report

Reports on average time in queue, longest call in queue, and ASA for
the rolling five minute interval.

caltyp27: Call Type Queue Delay Status Real
Time Report

Reports on the number of calls that are at the VRU, in queue, and with
agents.

caltyp28: Call Type Task Status now Real
Time Report

Historical agent data helps you identify whether customer experience is improving or degrading.

The following table describes suggested IPCC Enterprise report templates that provide customer
experience historical statistics. For details of all IPCC Enterprise report templates, refer to the
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions.

Reports on wait time in queue, number of tasks queued and number of
abandons.

caltyp05: Analysis of Calls Half Hour Report

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

Reports on the number of tasks that abandon within service level
threshold.

caltyp37: Call Type Service Level Abandons
Daily Report

Call Type Reporting

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 reporting purposes. Therefore, the call type is 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.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)