Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 2 CallType Reports
IPCC Call Type Historical Reports
Call Type Summary
A summary of each field for each call type.
caltyp32: Call Type Abandon/Answer Distribution Report
Overview:
Subject
A table showing the running (constantly being updated) totals of
answered and abandoned calls across daily intervals for each call
type. The intervals are measured in minutes and seconds. The
header time format is MM:SS.
This report shows the numbers for each interval separately. This
report is the same as the caltyp31 report minus the half-hour
summaries. There are no data field summaries in this report
since the headings are different for each call type.
You can configure call type intervals at the call type level using
the ICM Configuration Manager's CallType tool or at the system
level using the Configuration Manager's System Information tool.
A default set of intervals is provided at the system level.
answered and abandoned calls across daily intervals for each call
type. The intervals are measured in minutes and seconds. The
header time format is MM:SS.
This report shows the numbers for each interval separately. This
report is the same as the caltyp31 report minus the half-hour
summaries. There are no data field summaries in this report
since the headings are different for each call type.
You can configure call type intervals at the call type level using
the ICM Configuration Manager's CallType tool or at the system
level using the Configuration Manager's System Information tool.
A default set of intervals is provided at the system level.
Note
Reports can show up to ten intervals. You can configure
up to nine intervals with the tenth interval showing all the
remaining data. Intervals not configured appear as blank
intervals in the report. Blank intervals can only appear
after configured ones. You should configure call type
intervals in relation to your service levels. See Call Type
Interval Reporting for more information.
up to nine intervals with the tenth interval showing all the
remaining data. Intervals not configured appear as blank
intervals in the report. Blank intervals can only appear
after configured ones. You should configure call type
intervals in relation to your service levels. See Call Type
Interval Reporting for more information.
There is no DateTime field in this report since reports on
a distribution of calls over the entire reporting time range
with no breakdowns into date and time.
a distribution of calls over the entire reporting time range
with no breakdowns into date and time.
No report headers will display if the report is run over a
period of time when no data is present. This happens
because the report interval headers depend on the data.
period of time when no data is present. This happens
because the report interval headers depend on the data.
Purpose
To get an overview in separate daily intervals of the distribution
of answered and abandoned calls.
of answered and abandoned calls.
Applicable
environment
environment
IPCC
Template type
Historical table
Default sort order
By call type enterprise name and then by date and time
Drilldowns available
No
Schema database
tables
tables
Call_Type
Call_Type_Half_Hour
Bucket_Interval