Cisco Cisco IPCC Web Option User Guide
3-33
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
Report Summary
Field totals, with the exception of the SL (service level) field, for all call types in the
report. The SL fields have percentage values.
report. The SL fields have percentage values.
caltyp22: Call Type Daily Report
See
for an illustration of this report.
Data:
Enterprise Name
The enterprise name for the call type and in parentheses the call type ID.
Derived from: Call_Type.EnterpriseName + Call_Type_Half_Hour.CallTypeID
Date
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Call_Type_Half_Hour.DateTime
SL Aban Ignored
The ICM/IPCC Enterprise service level for the call type in which abandoned calls are not
included in the service level during the selected interval. The calculation removes tasks
abandoned after the service-level threshold for the half-hour interval.
included in the service level during the selected interval. The calculation removes tasks
abandoned after the service-level threshold for the half-hour interval.
This service level calculation is the number of calls answered within the service level
threshold divided by the number of calls that had a service level event minus the
number of calls that were abandoned before exceeding the service level threshold.
Calls abandoned before the service level threshold expired are removed from this
calculation. For more on service levels, see About_Service_Levels.
threshold divided by the number of calls that had a service level event minus the
number of calls that were abandoned before exceeding the service level threshold.
Calls abandoned before the service level threshold expired are removed from this
calculation. For more on service levels, see About_Service_Levels.
Derived from: Call_Type_Half_Hour.ServiceLevelCallsHalf /
(Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
-Call_Type_Half_Hour.ServiceLevelAbandHalf)
(Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
-Call_Type_Half_Hour.ServiceLevelAbandHalf)
Overview:
Subject
A table of selected call types showing the status of their tasks,
gathered in day increments.
Note: This report displays the same data as the Caltyp21 report,
except that the data here is broken down by day instead of by
half hour.
gathered in day increments.
Note: This report displays the same data as the Caltyp21 report,
except that the data here is broken down by day instead of by
half hour.
Purpose
To show the daily status of the selected call type(s) for the
selected day(s).
selected day(s).
Applicable
environment
environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By call type and then by date and time
Drilldowns available
No
Schema database
tables
tables
Call_Type
Call_Type_Half_Hour
Call_Type_Half_Hour