Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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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
Data:
CallType Name
The enterprise name for the call type
Derived from: Call_Type.EnterpriseName
Tasks Offered
Number of tasks offered to this call type in the current half hour interval.
Derived from: Call_Type_Real_Time.CallsOfferedHalf
caltyp27: Call Type Queue Delay Status Real Time
See
for an illustration of this report.
Data:
CallType Name
The enterprise name for the call type.
Derived from: Call_Type.EnterpriseName
Avg Delay Now
The average number of seconds spent in the queue for tasks that are currently in
queue.
queue.
Derived from: Call_Type_Real_Time.AvgRouterDelayQNow
Overview:
Subject
Bar graph of time (in seconds) for average delay in queue, longest
call in queue, and ASA over last 5 minutes.
call in queue, and ASA over last 5 minutes.
Purpose
Allows monitoring of customer experience while waiting in queue,
such as average time spent in queue, longest task in queue, and
the average speed of answer.
For ICM, the queue statistics are applicable when doing Network
Queueing. The average speed of answer is applicable only if calls
have been translation routed.
such as average time spent in queue, longest task in queue, and
the average speed of answer.
For ICM, the queue statistics are applicable when doing Network
Queueing. The average speed of answer is applicable only if calls
have been translation routed.
Applicable environment
IPCC and ICM.
Template type
Real-time graph
Default sort order
By call type
Drilldowns available
No
Schema database table
Call_Type
Call_Type_Real_Time