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

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

The number of calls that were abandoned while in queue during the half- hour interval.

Note Applies to IPCC, only.

Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf

A summary of each field for each call type.

A summary of each field for all call types.  

caltyp37: Call Type Service Level Abandons Daily Report

The enterprise name for the call type.

Derived from: Call_Type.EnterpriseName 

The number of tasks abandoned within the Service Level for the specified call type per 
day.

NOTE: With the existence of a network VRU, for IPCC and for ICM systems in which 
calls are translation-routed, the measurement of Service Level begins when the call 
arrives at the routing script, or when its call type is changed.  This means that if 

Subject

Line graph of tasks abandoned within Service Level for Call Types 
per day.

Purpose

Provides a graphical representation of trends in the number of 
abandoned calls within the call type service level threshold, for 
selected call types

Applicable environment

IPCC only

Template type

Historical line graph

Default sort order

By date and time

Drilldowns available

No

Schema database 
tables

Call_Type
Call_Type_Half_Hour