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
Completed Tasks: Total
The number of tasks of the call type that were completed during the half-hour interval.
Derive from: Call_Type_Half_Hour.TotalCallsAbandToHalf +
Call_Type_Half_Hour.RouterCallsAbandQToHalf +
Call_Type_Half_Hour.IncompleteCallsHalf +
Call_Type_Half_Hour.RouterCallsAbandQToHalf +
Call_Type_Half_Hour.IncompleteCallsHalf +
Call_Type_Half_Hour.ReturnBusyToHalf +
Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ICRDefaultRoutedToHalf +
Call_Type_Half_Hour.NetworkDefaultRoutedToHalf +
Call_Type_Half_Hour.NetworkDefaultRoutedToHalf +
Call_Type_Half_Hour.OverflowOutHalf +
Call_Type_Half_Hour.CallsRONAToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf +
Call_Type_Half_Hour.ShortCallsHalf +
Call_Type_Half_Hour.ErrorCountToHalf + Call_Type_Half_Hour.AgentErrorCountToHalf
Call_Type_Half_Hour.ErrorCountToHalf + Call_Type_Half_Hour.AgentErrorCountToHalf
Completed Tasks: Tasks
Handled
Handled
The number of tasks of the call type handled for the call type ending during the
half-hour.
half-hour.
Derived from: Call_Type_Half_Hour.CallsHandledHalf
Completed Tasks: Tasks
Aban
Aban
The number of tasks to the call type that abandoned during the interval. This includes
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.
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.
Derived from: Call_Type_Half_Hour.TotalCallsAband
Completed Tasks: Return
The number of tasks of the call type that ICM software routed to Return nodes during
the half-hour interval.
the half-hour interval.
Derived from: Call_Type_Half_Hour.ReturnBusyToHalf +
Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Completed Tasks: Default Treatment
The number of tasks of the call type that have been given default treatment or end
nodes during the interval.
nodes during the interval.
Derived from: Call_Type_Half_Hour.ICRDefaultRoutedToHalf
Completed Tasks: Network Routed
The number of tasks of the call type that were routed not by ICM software but by the
carrier during the interval. For pre-routed calls, the carrier decides where to route the
call.
carrier during the interval. For pre-routed calls, the carrier decides where to route the
call.
Derived from: Call_Type_Half_Hour.NetworkDefaultRoutedToHalf