Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
Fields Affected by Call Flow
Call Type Report
•
Tasks: Answer Wait Time. This field is incremented.
•
Completed Tasks: Total. This field is incremented.
•
Completed Tasks: Handled. This field is incremented.
•
Completed Tasks: % Queued. This call is included in the calculation.
For the RONA call type, this call affects the following fields
caltyp31: Call Type
Abandon/Answer Distribution
by Half Hour Report
Abandon/Answer Distribution
by Half Hour Report
•
ASA. This field is incremented.
•
00:01:00 - 00:01:30: Ans. This field is incremented.
Table 55: Sample VRU Service Reports - Not Applicable for System IPCC or ARI
Fields Affected by Call Flow
Service Report
This call affects the following fields:
persvc20: Peripheral Service for IVR
Queue Half Hour Report
Queue Half Hour Report
•
Tasks Offered. This field is incremented.
•
Service Level. This call is used in the Service Level calculation. Because the
call was answered within the service level threshold, it affects the Service
Level positively.
call was answered within the service level threshold, it affects the Service
Level positively.
•
Tasks Routed. This field is incremented.
Voice Calls that Redirect on No Answer with CVP
The following script is used for this example:
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 7: Sample Calls and Report Data
IPCC Enterprise Voice Call Reporting Data