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

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Call Type Reports

caltyp24: Call Type Real Time All Fields Report

total number of tasks of this call type offered during the half-hour interval. 
Derived from: Call_Type_Real_Time.CallsOfferedHalf

The total handle time in seconds for all tasks of this call type ending during the 

half-hour interval.
Derived from: Call_Type_Real_Time.HandleTimeHalf

The total number of tasks of this call type abandoned within the service level 

threshold during the half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLevelAbandHalf

The total number of tasks of this call type answered within the ICM service 

level threshold during the half-hour interval.
Derived from: Call_Type_Real_Time.ServiceLevelCallsHalf

The total number of tasks of this call type that had service level events during 

the half-hour interval. 
Derived from: Call_Type_Real_Time.ServiceLevelCallsOfferedHalf

The ICM service level for this call type during the half-hour interval. There are 

three different ways for calculating service level based on the effect of 

abandoned tasks on the service level configuration parameter:

Ignore abandoned tasks: service level = 

ServiceLevelCalls/(ServiceLevelCallsOffered – ServiceLevelAband)

Negative impact of abandoned tasks: service level = ServiceLevelCalls/ 

(ServiceLevelCallsOffered )

Positive impact of abandoned tasks: service level =  (ServiceLevelCalls + 

ServiceLevelAband) /ServiceLevelCallsOffered

In the preceding calculations, ServiceLevelCallsOffered are all the tasks 

answered within the threshold. For example: all tasks answered within 5 

minutes.
Derived from: Call_Type_Real_Time.ServiceLevelHalf

The total talk time in seconds for tasks of this call type ending during the 

half-hour interval. 
Derived from: Call_Type_Real_Time.TalkTimeHalf