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Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

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8-16
ICM WebView Online Help 
Call Type Reports
caltyp24: Call Type Real Time All Fields Report
Handle Time 5
The total handle time in seconds for all tasks of this call type ending during the 
five-minute interval.+++++
\ Call_Type_Real_Time.HandleTimeTo5
Service Level Aban5
The number of tasks of this call type abandoned within the service level during 
the five-minute interval. 
Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5
Service Level Offered5
The number of tasks of the call type answered or abandoned during the 
five-minute interval. 
Derived from: Call_Type_Real_Time.ServiceLevelCallsOfferedTo5
Service Level Tasks5
The total number of tasks of the call type handled within the service level 
during the five-minute interval.
Derived from: Call_Type_Real_Time.ServiceLevelCallsTo5
Service Level 5
The service level during the five-minute interval. This is derived from 
ServiceLevelCallsTo5 and ServiceLevelCallsHandledTo5. 
Derived from: Call_Type_Real_Time.ServiceLevelTo5
Talk Time5
The total talk time in seconds for tasks of this call type ending during the 
five-minute interval. 
Derived from: Call_Type_Real_Time.TalkTimeTo5
SL Tasks Q Held
The number of tasks of this call type that had been in queue longer than the 
service level threshold since midnight.
Derived from: Call_Type_Real_Time.ServiceLevelCallsQHeld
Ans Wait Time Today
The sum of answer wait time in seconds for all tasks of this call type answered 
since midnight.
Derived from: Call_Type_Real_Time.AnswerWaitTimeToday
Handled Today
A running total of tasks of this call type handled to completion by the service 
since midnight. 
Derived from: Call_Type_Real_Time.CallsHandledToday