Cisco Cisco IPCC Web Option User Guide
3-23
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
In Queue Outside Service Level
The number of tasks of this call type that are currently in queue and have exceeded the
service level threshold.
service level threshold.
Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an
IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
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.
IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
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.
Derived from: Call_Type_Real_Time.ServiceLevelCallsQHeld
In Queue Within Service Level
The number of tasks of this call type that are currently in queue and are within the
service level threshold.
service level threshold.
Derived from: Call_Type_Real_Time.RouterCallsQNow -
Call_Type_Real_Time.ServiceLevelCallsQHeld
Call_Type_Real_Time.ServiceLevelCallsQHeld
caltyp26: Call Type Tasks Offered Over Half Hour
See
for an illustration of this report.
Drilldowns available
No
Schema database table
Call_Type
Call_Type_Real_Time
Call_Type_Real_Time
Overview:
Subject
Bar chart of tasks offered to CallTypes since the end of the last half
hour interval.
hour interval.
Purpose
This report provides information on the number of tasks offered to
specified call types in the current half hour interval.
specified call types in the current half hour interval.
Applicable environment
IPCC and/or ICM
Template type
Real-time graph
Default sort order
By call type
Drilldowns available
No
Schema database table
Call_Type
Call_Type_Real_Time