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

For the original call type, the Tasks Routed field is incremented.

caltyp05: Analysis of Calls
Half Hour Report

For the RONA call type, this call affects the following fields:

•

Tasks Routed. This field is incremented.

•

Assigned from Queue. This field is incremented.

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Avg Wait Time in Queue. This call is used in the calculation.

For the original call type, this call affects the following fields

caltyp21: Call Type Half Hour
Report

•

Tasks: Offered. This field is incremented.

•

Tasks: Answer Wait Time. This field is incremented.

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Completed Tasks: Total. This field is incremented.

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Completed Tasks: Other. This field is incremented.

For the RONA call type, this call affects the following fields

•

Service Level. This call is used in the Service Level calculation. Because the call
was answered within the service level threshold, it affects the Service Level positively.

•

ASA. This call is used in the Average Speed of Answer calculation.

•

Tasks: Offered. This field is incremented.

•

Tasks: Answered. This field is incremented.

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Tasks: Answer Wait Time. This field is incremented.

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Completed Tasks: Total. This field is incremented.

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Completed Tasks: Handled. This field is incremented.

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Completed Tasks: % Queued. This call is included in the calculation.

For the RONA call type, this call affects the following fields

caltyp31: Call Type
Abandon/Answer Distribution
by Half Hour Report

•

ASA. This field is incremented.

•

00:01:00 - 00:01:30: Ans. This field is incremented.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)