Cisco Cisco IPCC Web Option User Guide

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

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. 

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:

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. 

IPCC and/or ICM

real-time 
graph

Service levels since the 
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.