Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guida Utente

ICM WebView Online Help 

Call Type Reports

caltyp22: Call Type Daily Report

In the preceding calculations, ServiceLevelCallsOffered are all the tasks 

answered within the threshold. For example: all tasks answered within 5 

minutes.
Derived from: (Call_Type_Half_Hour.HandledTimeTo5 / 

Call_Type_Real_Time.CallsHandledTo5)

The total number of tasks of this call type abandoned within the service level 

threshold during the half-hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelAbandonHalf

The Average Speed of Answer. The average answer wait time from when first 

queue to skill group of LAA select node was executed for this call to when this 

call was answered. This is an important measure of service quality because 

the time can vary, even over the course of one day, due to call volumes and 

staff levels.
Derived from: (Call_Type_Half_Hour.AnswerWaitTimeHalf / 

Call_Type_Half_Hour.CallsHandledHalf)

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

The number of tasks removed from queue to be routed during the half-hour 

interval.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf

The number of tasks of this call type handled for the service ending during the 

half-hour.
Derived from: Call_Type_Half_Hour.CallsHandledHalf

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 + 

Call_Type_Half_Hour.IncomplleteCallsToHalf