Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
Fields Affected by Call Flow
Call Type Report
This call affects the following fields
caltyp21: Call Type Half Hour
Report
Report
•
Service Level. This call is used in the Service Level calculation. Because the call was
not answered within the service level threshold, it affects the Service Level negatively.
not answered within the service level threshold, it affects the Service Level negatively.
•
ASA. This call is used in the Average Speed of Answer calculation.
•
Tasks: Offered. This field is incremented.
•
Tasks: Answered. This field is incremented.
•
Tasks: Answer Wait Time. This field is incremented.
•
Tasks: Assigned from Queue. This field is incremented.
•
Completed Tasks: Total. This field is incremented.
•
Completed Tasks: Handled. This field is incremented.
Table 49: Sample VRU Service Reports - Not Applicable for System IPCC
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 not answered within the service level threshold, it affects the Service
Level negatively.
call was not answered within the service level threshold, it affects the Service
Level negatively.
•
Tasks Routed. This field is incremented.
Voice Call with Agent Consultative Transfer
The following script is used for the consultative transfer in this example:
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 7: Sample Calls and Report Data
IPCC Enterprise Voice Call Reporting Data