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 Historical Reports
reporting metrics in the child. A call center manager who would normally only look at
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
Derived from: Call_Type_Real_Time.RouterCallsQNow
Tasks at VRU (Not In Queue)
Number of tasks currently at a VRU (Prompt or Self Service). Applicable in ICM only
when using a Network VRU and calls are queued at the ICM network queue.
when using a Network VRU and calls are queued at the ICM network queue.
NOTE: These are tasks in Run VRUScript or Wait state in the routing script.
Derived from: Call_Type_Real_Time.CallsAtVRUNow -
Call_Type_Real_Time.RouterCallsQNow
Call_Type_Real_Time.RouterCallsQNow
Tasks with IPCC Agents
The number of tasks that are currently with IPCC agents that have been answered but
are not yet handled. A task is considered to be handled after any wrapup work
associated with the task is completed. Applicable for IPCC only.
are not yet handled. A task is considered to be handled after any wrapup work
associated with the task is completed. Applicable for IPCC only.
Derived from: Call_Type_Real_Time.CallsAtAgentNow
IPCC Call Type Historical Reports
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caltyp05: Analysis of Calls Half Hour Report
See
for an illustration of this report.
Overview:
Subject
A table of selected call types showing half-hour routing and
queuing details for tasks.
queuing details for tasks.
Purpose
To show routing and queuing status for call types during the
selected time period.
selected time period.