Cisco Cisco IP Contact Center Release 4.6.1 User Guide
C H A P T E R
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
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IPCC CallType Reports
ICM software allows you to report statistics for the call types defined in the system. A call type
is a category of incoming ICM routable tasks. Each call type has a schedule that determines
which routing script or scripts are active for that call type at any time. In an IPCC
environment, this category provides the most complete view of the customer's experience.
There are two classes of call types: voice (phone calls) and non voice (for example, e-mail
and text chat). Voice call types are categorized by the dialed number (DN), the
caller-entered digits (CED), and the calling line ID (CLID). Non voice call types are
categorized by the Script Type Selector, Application String 1, and Application String 2.
In an IPCC system, use the call type reports to ensure that your system is performing
optimally. Do tasks go through as planned or could there be error conditions? For example,
in your reports, you might want to display data such as the number of tasks of a certain call
type that used default routing during a specified interval.
is a category of incoming ICM routable tasks. Each call type has a schedule that determines
which routing script or scripts are active for that call type at any time. In an IPCC
environment, this category provides the most complete view of the customer's experience.
There are two classes of call types: voice (phone calls) and non voice (for example, e-mail
and text chat). Voice call types are categorized by the dialed number (DN), the
caller-entered digits (CED), and the calling line ID (CLID). Non voice call types are
categorized by the Script Type Selector, Application String 1, and Application String 2.
In an IPCC system, use the call type reports to ensure that your system is performing
optimally. Do tasks go through as planned or could there be error conditions? For example,
in your reports, you might want to display data such as the number of tasks of a certain call
type that used default routing during a specified interval.
Also use the call type reports to measure a customer's experience from the initial request to
the call completion and to get insight into the beginning-to-end customer experience for This
section includes:
the call completion and to get insight into the beginning-to-end customer experience for This
section includes:
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Summary List of IPCC Call Type Reports
The following table lists all the WebView ICM Call Type report templates that can be used in
an IPCC environment. Click the template name for a detailed description.
an IPCC environment. Click the template name for a detailed description.
Template
Name
Name
Applicable
Environment
Environment
Type
Description
IPCC and/or ICM
real-time
graph
graph
Service levels since the
end of the last 5 minute
interval, half-hour
interval, and since
midnight.
end of the last 5 minute
interval, half-hour
interval, and since
midnight.
IPCC and/or ICM
historical table
Routing and queuing
details for calls during the
half-hour interval.
details for calls during the
half-hour interval.