Manualsbrain.com
  1. Manuals
  2. Brands
  3. Cisco
  4. Cisco Unified Contact Center Enterprise 9.0(2)
  5. User Guide

Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

Download
Page of 652
   
3-5
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
For the Day
The service level for tasks handled since midnight. The service level calculation is 
based on the service level type configuration. See About_Service_Levels for the three 
different types of service levels you  can configure for this report.
Derived from: Call_Type_Real_Time.ServiceLevelToday 
caltyp20: Call Type Real Time Report
See 
 for an illustration of this report.
Data:
Enterprise Name
The enterprise name for the call type.
Derived from: Call_Type.EnterpriseName
ASA5
Average Speed of Answer during the rolling five minute interval. The total Answer Time 
for all tasks of the call type divided by the number of tasks of this type answered 
during the current 5-minute interval.
Derived from: (Call_Type_Real_Time.AnswerWaitTimeTo5 / 
Call_Type_Real_Time.CallsAnsweredTo5)
Tasks Now VRU(not Q)
The number of tasks in Run VRUScript or Wait state. This represents the number of 
tasks at VRU prompting or self service.
Derived from: Call_Type_Real_Time.CallsAtVRUNow - 
 Call_Type_Real_Time.RouterCallsQNow
Tasks Now Queue
The number of tasks currently in the queue.
Derived from:  Call_Type_Real_Time.RouterCallsQNow
Overview:
Subject
A table of all the selected call types showing the current status of 
each
Purpose
To show the current status of call types
Applicable 
environment
IPCC and/or ICM
Template type
Real-time table
Default sort order
By call type
Drilldowns available
No
Schema database 
tables
Call_Type 
Call_Type_Real_Time