Cisco Cisco IP Contact Center Release 4.6.2 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
Completed Tasks: Default Treatment
The number of tasks of the call type that have been given default treatment or end
nodes during the interval.
nodes during the interval.
Derived from: Call_Type_Half_Hour.ICRDefaultRoutedToHalf
Completed Tasks: Network Routed
The number of tasks of the call type that were routed not by ICM software but by the
carrier during the interval. For pre-routed calls, the carrier decides where to route the
call.
carrier during the interval. For pre-routed calls, the carrier decides where to route the
call.
Derived from: Call_Type_Half_Hour.NetworkDefaultRoutedToHalf
Completed Tasks: Flow Out
The number of tasks of the call type that flowed out of the call type to another call type
during the interval.
during the interval.
See
.
Derived from: Call_Type_Half_Hour.OverflowOutHalf
*Completed Tasks: Calls Error
The number of calls for this Call Type that had errors or were incomplete during the
half-hour interval.
half-hour interval.
Derived from: Call_Type_Half_Hour.ErrorCountToHalf +
Call_Type_Half_Hour.IncompleteCallsHalf +
Call_Type_Half_Hour.AgentErrorCountToHalf
Call_Type_Half_Hour.IncompleteCallsHalf +
Call_Type_Half_Hour.AgentErrorCountToHalf
Completed Tasks: Other
The number of tasks of the call type that are Short, have been routed to non Agent
targets, and/or have been redirected during the half-hour interval.
targets, and/or have been redirected during the half-hour interval.
Derived from: Call_Type_Half_Hour.CallsRONAToHalf +
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf +
Call_Type_Half_Hour.ShortCallsHalf
Completed Tasks: % Queued
The percentage of all handled tasks of the call type that were queued during the half
hour interval.
hour interval.
Derived from: (Call_Type_Half_Hour.CallsQHandledToHalf /
Call_Type_Half_Hour.CallsHandledHalf)
Call_Type_Half_Hour.CallsHandledHalf)
Completed Tasks: % Aban
The percentage of all the tasks that came in to the call type during the half hour that
were abandoned.
were abandoned.
Derived from: ((Call_Type_Half_Hour.TotalCallsAbandToHalf)/
(Call_Type_Half_Hour.CallsHandledHalf + Call_Type_Half_Hour.TotalCallsAbandToHalf
+ Call_Type_Half_Hour.IncompleteCallsHalf + Call_Type_Half_Hour.ReturnBusyToHalf
+ Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ICRDefaultRoutedToHalf +
Call_Type_Half_Hour.NetworkDefaultRoutedToHalf +
Call_Type_Half_Hour.OverflowOutHalf + Call_Type_Half_Hour.CallsRONAToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
(Call_Type_Half_Hour.CallsHandledHalf + Call_Type_Half_Hour.TotalCallsAbandToHalf
+ Call_Type_Half_Hour.IncompleteCallsHalf + Call_Type_Half_Hour.ReturnBusyToHalf
+ Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ICRDefaultRoutedToHalf +
Call_Type_Half_Hour.NetworkDefaultRoutedToHalf +
Call_Type_Half_Hour.OverflowOutHalf + Call_Type_Half_Hour.CallsRONAToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +