Cisco Cisco IP Contact Center Release 4.6.1 User Guide

IPCC Call Type Real-Time Reports

3      IPCC CallType Reports

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

caltyp28: Call Type Task Status Now Real Time Report (IPCC and Network 

VRU)

The enterprise name for the call type

Derived from: Call_Type.EnterpriseName

Subject

Bar graph of number of tasks in queue, tasks at VRU (not in 
queue), and tasks with IPCC agents.

Purpose

Allows monitoring of number of tasks at VRU (Prompt or 
Self-Service), number  of tasks in Queue, and number  of tasks 
currently with agents.
For ICM, Tasks at VRU and Tasks in Queue are applicable only 
when using a Network VRU.

Applicable environment

ICM and/or IPCC

Template type

Real-time graph

Default sort order

By call type

Drilldowns available

No

Schema database table

Call_Type
Call_Type_Real_Time