Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario
IPCC Call Type Historical Reports
3 IPCC CallType Reports
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
DateTime
The date and time when the record was generated in MM/DD/YYYY (month, day, year)
and HH:MM:SS (hours, minutes, seconds) format.
and HH:MM:SS (hours, minutes, seconds) format.
Derived from: Call_Type_Half_Hour.DateTime
Tasks Routed
The number of tasks that have been routed in the half hour interval.
Derived from: Call_Type_Half_Hour.CallsRoutedToHalf
Assigned from Queue
The number of tasks assigned from the queue to be routed in the half hour interval.
Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an
IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would normally only look at
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would normally only look at
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Avg Wait Time in Queue
The average delay in queue (in HH:MM:SS (hours, minutes, seconds)) for tasks that
abandoned the queue and/or were assigned from the queue in the half hour interval.
abandoned the queue and/or were assigned from the queue in the half hour interval.
NOTE: In an ICM Enterprise deployment with an IPCC System PG, network queuing
data is not available in the ‘child ’ reports or in the child agent/supervisor desktop. A
call center manager who would normally only look at the child reports will need to also
look at the parent ICM reports for network queuing data.
data is not available in the ‘child ’ reports or in the child agent/supervisor desktop. A
call center manager who would normally only look at the child reports will need to also
look at the parent ICM reports for network queuing data.
Derived from: Call_Type_Half_Hour.AvgRouterDelayQToHalf
Tasks Aban
The number of tasks that were abandoned in the half hour interval.
Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf
Avg Aban Delay Time
The average wait time in queue (in HH:MM:SS (hours, minutes, seconds)) for all
abandoned tasks in the half hour interval.
abandoned tasks in the half hour interval.
Derived from: Call_Type_Half_Hour.CallDelayAbandTimeToHalf /
Call_Type_Half_Hour.TotalCallsAbandToHalf
Call_Type_Half_Hour.TotalCallsAbandToHalf
Call Summary
The totals of each field for each call type.
Report Summary
The totals of each field in the report.