Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Call Type Historical Reports
3 IPCC CallType Reports
Completed Tasks: Other
The number of tasks of the call type that are Short, have been routed to nonAgent
targets, and/or have been redirected in the half hour interval.
targets, and/or have been redirected in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsRONAToHalf +
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf +
Call_Type_Half_Hour.ShortCallsHalf
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf +
Call_Type_Half_Hour.ShortCallsHalf
Completed Tasks: % Queued
The percentage of all handled tasks of the call type that were queued in the half hour
interval.
interval.
Derived from: (Call_Type_Half_Hour.CallsQHandledToHalf /
Call_Type_Half_Hour.CallsHandledHalf)
Call_Type_Half_Hour.CallsHandledHalf)
Completed Tasks: % Aban
The percentage of all the tasks that came in to the call type in the half hour interval
that were abandoned.
that were abandoned.
Derived from: (Call_Type_Half_Hour.TotalCallsAbandToHalf /
(Call_Type_Half_Hour.CallsHandledHalf +
Call_Type_Half_Hour.TotalCallsAband + Call_Type_Half_Hour.IncompleteCallsToHalf +
Call_Type_Half_Hour.ReturnBusyToHalf +
Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ICRDefaultRoutedToHalf +
Call_Type_Half_Hour.NetworkDefaultRoutedToHalf +
Call_Type_Half_Hour.OverflowOutHalf +
Call_Type_Half_Hour.CallsRONAToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf +
Call_Type_Half_Hour.ShortCallsHalf +
Call_Type_Half_Hour.ErrorCountToHalf ) +
Call_Type_Half_Hour.AgentErrorCountToHalf
(Call_Type_Half_Hour.CallsHandledHalf +
Call_Type_Half_Hour.TotalCallsAband + Call_Type_Half_Hour.IncompleteCallsToHalf +
Call_Type_Half_Hour.ReturnBusyToHalf +
Call_Type_Half_Hour.ReturnRingToHalf +
Call_Type_Half_Hour.ICRDefaultRoutedToHalf +
Call_Type_Half_Hour.NetworkDefaultRoutedToHalf +
Call_Type_Half_Hour.OverflowOutHalf +
Call_Type_Half_Hour.CallsRONAToHalf +
Call_Type_Half_Hour.ReturnReleaseToHalf +
Call_Type_Half_Hour.CallsRoutedNonAgentToHalf +
Call_Type_Half_Hour.ShortCallsHalf +
Call_Type_Half_Hour.ErrorCountToHalf ) +
Call_Type_Half_Hour.AgentErrorCountToHalf
Completed Tasks: Avg Aban Delay Time
The average delay time of all abandoned calls that ended in this call type during the
current 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.
current 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.
Derived from: Call_Type_Half_Hour.CallDelayAbandTime /
Call_Type_Half_Hour.TotalCallsAband
Call_Type_Half_Hour.TotalCallsAband
*Completed Tasks: Short Calls
The number of calls abandoned during the CallTypeAbandonCallWaitTime. Calls
abandoned after this time period are counted as Abandoned, not Short Calls.
abandoned after this time period are counted as Abandoned, not Short Calls.
Derived from: Call_Type_Half_Hour.ShortCallsHalf
Call Type Summary
Field totals, with the exception of the SL (service level) field, for each call type in the
report. The SL fields have percentage values.
report. The SL fields have percentage values.
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.