Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario

IPCC Call Type Historical Reports

3      IPCC CallType Reports

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

caltyp22: Call Type Daily Report

The enterprise name for the call type and in parentheses the call type ID.

Derived from: Call_Type.EnterpriseName + Call_Type_Half_Hour.CallTypeID

The date when the record was generated in MM/DD/YYYY (month, day, year) format.

Derived from: Call_Type_Half_Hour.DateTime

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.

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.

Derived from: Call_Type_Half_Hour.ServiceLevelCallsHalf / 
(Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf 
-Call_Type_Half_Hour.ServiceLevelAbandHalf)

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.

Purpose

To show the daily status of the selected call type(s) for the 
selected day(s).

Applicable 
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

Call_Type
Call_Type_Half_Hour