Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario
IPCC Call Type Real-Time Reports
3 IPCC CallType Reports
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
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