Cisco Cisco IPCC Web Option User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Call Type Historical Reports
3 IPCC CallType Reports
Completed Tasks: Avg Aban Delay Time
The average delay time of all abandoned calls that ended in this call type during the
current half hour interval.
current half hour interval.
The abandoned calls include calls that abandoned in queue, calls that abandoned while
at the IVR (prompting or self service), and calls that abandoned while ringing at the
agent's phone or en route to the agent's phone.
at the IVR (prompting or self service), and calls that abandoned while ringing at the
agent's phone or en route to the agent's phone.
Derived from: Call_Type_Half_Hour.DelayQAbandTimeHalf /
Call_Type_Half_Hour.TotalCallsAband
Call_Type_Half_Hour.TotalCallsAband
*Completed Tasks: Short Calls
The number of calls abandoned during the CallTypeAbandonCallWaitTime. Calls
abandoned after this time period are counted as Abandoned, not Short Calls.
abandoned after this time period are counted as Abandoned, not Short Calls.
Derived from: Call_Type_Half_Hour.ShortCallsHalf
Call Type Summary
The totals for each field, with the exception of the service level fields (which contain
percentage values), for each call type.
percentage values), for each call type.
Report Summary
The totals for each field for all call types in the report, with the exception of the service
level fields (which contain percentage values).
level fields (which contain percentage values).
caltyp23: Call Type Historical All Fields Report
Overview:
Subject
A table of all the selected call types listing all the available
call-type historical report data for the selected interval.
call-type historical report data for the selected interval.
Purpose
To show all the available call-type historical report data in the
Call_Type_Half_Hour database table so that you can select which
data you want for a customized call-type historical report.
Note: This report is designed to be saved and exported or copied
to another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If
that is not acceptable, you can also use a third-party tool to
customize your report.
Call_Type_Half_Hour database table so that you can select which
data you want for a customized call-type historical report.
Note: This report is designed to be saved and exported or copied
to another format. For example, you can export the report to an
Excel spreadsheet and modify the report to suit your needs. If
that is not acceptable, you can also use a third-party tool to
customize your report.
Applicable environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By call type and then by date and time
Drilldowns available
No
Schema database
tables
tables
Call_Type
Call_Type_Half_Hour
Call_Type_Half_Hour