Cisco Cisco IP Contact Center Release 4.6.2 User Guide
3-4
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 3 CallType Reports
IPCC Call Type Real-Time Reports
caltyp04: Call Type Service Levels Real Time Report
See
for an illustration of this report.
Data:
Call Type
A call type is a category of incoming tasks which is based on the dialed number (DN),
the caller-entered digits (CED), and the calling line ID (CLID).
the caller-entered digits (CED), and the calling line ID (CLID).
Each call type has a schedule that determines which routing script or scripts are active
for that call type at any time. In 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.
for that call type at any time. In 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.
Derived from: Call_Type.EnterpriseName
Last 5 mins
The service level for tasks handled during the rolling five-minute interval. The service
level calculation is based on the service level type configuration. See
About_Service_Levels for the three different types of service levels you can configure
for this report.
level calculation is based on the service level type configuration. See
About_Service_Levels for the three different types of service levels you can configure
for this report.
Derived from: Call_Type_Real_Time.ServiceLevelTo5
Current 30 mins
The service level for tasks handled for the current half-hour. The service level
calculation is based on the service level type configuration. See About_Service_Levels
for the three different types of service levels you can configure for this report.
calculation is based on the service level type configuration. See About_Service_Levels
for the three different types of service levels you can configure for this report.
Derived from: Call_Type_Real_Time.ServiceLevelHalf
Overview:
Subject
A bar graph of selected call types showing their service levels
since the end of the last 5-minute and half-hour intervals, and
since midnight.
since the end of the last 5-minute and half-hour intervals, and
since midnight.
Purpose
To display the call type service level status for the day, for the
current five minutes, and for the current half hour.
current five minutes, and for the current half hour.
Applicable
environment
environment
IPCC and/or ICM
Template type
Real-time bar graph
Default sort order
By call type
Drilldowns available
No
Schema database
tables
tables
Call_Type
Call_Type_Real_Time
Call_Type_Real_Time