Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

IPCC Call Type Historical Reports

3      IPCC CallType Reports

Number of tasks currently in queue. Applicable in ICM only when using a Network VRU 
and calls are queued at the ICM network queue.

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.

Derived from: Call_Type_Real_Time.RouterCallsQNow

Number of tasks currently at a VRU (Prompt or Self Service). Applicable in ICM only 
when using a Network VRU and calls are queued at the ICM network queue.

NOTE: These are tasks in Run VRUScript or Wait state in the routing script. 

Derived from: Call_Type_Real_Time.CallsAtVRUNow - 
Call_Type_Real_Time.RouterCallsQNow

The number of tasks that are currently with IPCC agents that have been answered but 
are not yet handled. A task is considered to be handled after any wrapup work 
associated with the task is completed. Applicable for IPCC only.

Derived from: Call_Type_Real_Time.CallsAtAgentNow

IPCC Call Type Historical Reports