Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 2 CallType Reports
IPCC Call Type Real-Time Reports
Tasks Now VRU (not Q)
The number of tasks in Run VRUScript or Wait state. This represents the number of
tasks at VRU prompting or self service.
tasks at VRU prompting or self service.
Derived from: Call_Type_Real_Time.CallsAtVRUNow -
Call_Type_Real_Time.RouterCallsQNow
Call_Type_Real_Time.RouterCallsQNow
Tasks Now Queue
The number of tasks currently in the queue.
Derived from: Call_Type_Real_Time.RouterCallsQNow
Tasks Now IPCC Agent
The number of tasks that have been routed to IPCC agents but are not yet ended. This
column is incremented when the call is answered and decremented when the call ends,
i.e., after wrap up has completed, if applicable.
column is incremented when the call is answered and decremented when the call ends,
i.e., after wrap up has completed, if applicable.
Derived from: Call_Type_Real_Time.CallsAtAgentNow
Longest Queued
The time spent in queue for the longest currently queued task, measured in HH:MM:SS
(hours,minutes,seconds) format. The time is calculated by subtracting the time when
the task entered the queue from the current time.
(hours,minutes,seconds) format. The time is calculated by subtracting the time when
the task entered the queue from the current time.
Service Level
The ICM/IPCC Enterprise service level for the rolling five minute interval.
Derived from: Call_Type_Half_Hour.ServiceLevelTo5
Tasks Offered5
The number of tasks of this call type offered during the rolling five-minute interval.
Derived from: Call_Type_Real_Time.CallsOfferedTo5
Tasks Handled5
The number of tasks of this call type handled for the call type ending during the rolling
five minute interval.
five minute interval.
Derived from: Call_Type_Real_Time.CallsHandledTo5
Tasks Aban5
The number of tasks abandoned at the IVR during the rolling five minute interval, while
offered to the agent and on route to the agent.
offered to the agent and on route to the agent.
Derived from: Call_Type_Real_Time.TotalCallsAbandTo5
Aban Within Service Level
The number of tasks abandoned before the service level timer expired.
Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5