Cisco Cisco IP Contact Center Release 4.6.1 Guida Utente
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Call Type Reports
caltyp21: Call Type Half Hour Report
Tasks
Offered
Tasks that have been offered to this call type. Tasks offered = tasks handled +
tasks abandoned + return busy + return ring + default treatment + network
routed + overflowout.
Derived from: Call_Type_Half_Hour.CallsOfferedHalf
Derived from: Call_Type_Half_Hour.CallsOfferedHalf
Tasks
Queued
The number of tasks removed from queue to be routed during the half-hour
interval.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Tasks
Handled
The number of tasks of this call type handled for the service ending during the
half-hour.
Derived from: Call_Type_Half_Hour.CallsHandledHalf
Derived from: Call_Type_Half_Hour.CallsHandledHalf
Tasks
Aban
Includes tasks that abandon while listening to IVR and tasks that abandoned
while offered to the agent or on route to the agent's phone or redirected tasks.
Derived from: Call_Type_Half_Hour.RouterCallsAbandQToHalf +
Derived from: Call_Type_Half_Hour.RouterCallsAbandQToHalf +
Call_Type_Half_Hour.IncomplleteCallsToHalf
Return
Busy
The number of tasks of this type that ICM software routed to the Busy target
during the half-hour interval.
Derived from: Call_Type_Half_Hour.ReturnBusyToHalf
Derived from: Call_Type_Half_Hour.ReturnBusyToHalf
Return
Ring
The number of tasks of this type that ICM software routed to the Ring target
during the half-hour interval.
Derived from: Call_Type_Half_Hour.ReturnRingToHalf
Derived from: Call_Type_Half_Hour.ReturnRingToHalf
Default Treatment
Calls that have been given default treatment or release or end nodes.
Derived from: Call_Type_Half_Hour.ICRDefaultRoutedToHalf
Derived from: Call_Type_Half_Hour.ICRDefaultRoutedToHalf
Network Routed
For pre-routed tasks, the carrier decides where to route the call.
Derived from: Call_Type_Half_Hour.NetworkDefaultRoutedToHalf
Derived from: Call_Type_Half_Hour.NetworkDefaultRoutedToHalf