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
Call Type Summary
A summary of each field for each call type.
Report Summary
A summary of each field for all call types.
caltyp37: Call Type Service Level Abandons Daily Report
See
for an illustration of this report.
Data:
CallType Name
The enterprise name for the call type.
Derived from: Call_Type.EnterpriseName
Service Level Abandons
The number of tasks abandoned within the Service Level for the specified call type per
day.
day.
NOTE: With the existence of a network VRU, for IPCC and for ICM systems in which
calls are translation-routed, the measurement of Service Level begins when the call
arrives at the routing script, or when its call type is changed. This means that if
self-service is performed on a call before the call is queued to an agent, the routing
script must be set up to change the call type of the call when self-service is completed.
Otherwise, the time spent in self-service will negatively impact the Service Level.
calls are translation-routed, the measurement of Service Level begins when the call
arrives at the routing script, or when its call type is changed. This means that if
self-service is performed on a call before the call is queued to an agent, the routing
script must be set up to change the call type of the call when self-service is completed.
Otherwise, the time spent in self-service will negatively impact the Service Level.
Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf
How OverFlowOut is Incremented in Call Type Reports
Call types reports, both real time and Historical, might seem to not peg correctly, based on the call counts
in the "overflow out" column.
in the "overflow out" column.
The reports affected are:
Overview:
Subject
Line graph of tasks abandoned within Service Level for Call Types
per day.
per day.
Purpose
Provides a graphical representation of trends in the number of
abandoned calls within the call type service level threshold, for
selected call types
abandoned calls within the call type service level threshold, for
selected call types
Applicable environment
IPCC only
Template type
Historical line graph
Default sort order
By date and time
Drilldowns available
No
Schema database
tables
tables
Call_Type
Call_Type_Half_Hour