Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario
IPCC Call Type Historical Reports
3 IPCC CallType Reports
3-
35
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf +
Call_Type_Half_Hour.ShortCallsHalf +
Call_Type_Half_Hour.ErrorCountToHalf + Call_Type_Half_Hour.AgentErrorCountToHalf
Call_Type_Half_Hour.ShortCallsHalf +
Call_Type_Half_Hour.ErrorCountToHalf + Call_Type_Half_Hour.AgentErrorCountToHalf
Completed Tasks: Tasks Handled
The number of tasks of the call type handled for the call type ending during the
half-hour.
half-hour.
Derived from: Call_Type_Half_Hour.CallsHandledHalf
Completed Tasks: Aban
The number of tasks to the call type that abandoned in the half hour interval. This
includes calls that abandoned in queue, calls that abandoned while at the IVR
(prompting or self service), and calls that abandoned while ringing at the agent's
phone or en route to the agent's phone.
includes calls that abandoned in queue, calls that abandoned while at the IVR
(prompting or self service), and calls that abandoned while ringing at the agent's
phone or en route to the agent's phone.
Note: Applies to IPCC, only with one exception: This field is also valid for both IPCC
and ICM targets that use translation routes.
and ICM targets that use translation routes.
Derived from: _Type_Half_Hour.TotalCallsAbandToHalf
Completed Tasks: Return
The number of tasks of the call type that ICM software routed to Return nodes in the
half hour interval.
half hour interval.
Derived from: Call_Type_Half_Hour.ReturnBusyToHalf +
Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Completed Tasks: Default Treatment
The number of tasks of the call type that have been given default treatment or end
nodes in the half hour interval.
nodes in the half hour interval.
Derived from: Call_Type_Half_Hour.ICRDefaultRoutedToHalf
Completed Tasks: Network Routed
The number of tasks of the call type that were routed not by ICM software but by the
carrier in the half hour interval. For pre-routed calls, the carrier decides where to route
the call.
carrier in the half hour interval. For pre-routed calls, the carrier decides where to route
the call.
Derived from: Call_Type_Half_Hour.NetworkDefaultRoutedToHalf
Completed Tasks: Flow Out
The number of tasks of the call type that flowed out of the call type to another call type
in the half hour interval.
in the half hour interval.
Derived from: Call_Type_Half_Hour.OverflowOutHalf
*Completed Tasks: Calls Error
The number of calls for this Call Type that had errors or were incomplete in the half
hour interval.
hour interval.
Derived from: Call_Type_Half_Hour.ErrorCountToHalf +
Call_Type_Half_Hour.IncompleteCallsHalf +
Call_Type_Half_Hour.AgentErrorCountToHalf
Call_Type_Half_Hour.IncompleteCallsHalf +
Call_Type_Half_Hour.AgentErrorCountToHalf