Cisco Cisco Unified Contact Center Enterprise 9.0(2) Mode D'Emploi

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Completed Tasks: Avg Active Time. The agent's active time for this call is used in the
calculation.

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Agent State Times: Active Time. The active time for this call is included in this value.

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Agent State Times: % Active Time. The agent's active time for this call is used in the
calculation.

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Agent State Times: % Reserved Time. The agent's reserved time for this call is used in
the calculation.

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Agent State Times: % Wrap Up Time. The agent's wrap up time for this call is used in
the calculation.

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

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:

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Tasks Routed. This field is incremented.

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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

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Tasks: Offered. 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: Other. This field is incremented.

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

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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.

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

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Tasks: Offered. This field is incremented.

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Tasks: Answered. This field is incremented.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)