Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.1
IPCC Call Type Report Templates
caltyp36: VRU Calls Analysis Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Overflow Out
The number of calls overflowed to another call type during the current half-hour
interval. This field increments when a requalify or call type node is executed in the
script.
Note: In IPCC, if the call goes to the IVR before it redirects off the agent’s phone, this
field is updated instead of the RedirectNoAnsCallsToHalf field in the
Skill_Group_Half_Hour table.
interval. This field increments when a requalify or call type node is executed in the
script.
Note: In IPCC, if the call goes to the IVR before it redirects off the agent’s phone, this
field is updated instead of the RedirectNoAnsCallsToHalf field in the
Skill_Group_Half_Hour table.
Derived from: Call_Type_Half_Hour.OverflowOutHalf
Talk Time
The total talk time in HH:MM:SS (hours, minutes, and seconds) for calls of this call
type ending during the half-hour interval.
type ending during the half-hour interval.
Derived from: Call_Type_Half_Hour.TalkTimeHalf
Handle Time
The total handle time in HH:MM:SS (hours, minutes, and seconds) for all calls of this
call type ending during the half-hour interval.
call type ending during the half-hour interval.
Derived from: Call_Type_Half_Hour.HandleTimeHalf
Wait Time in Queue
The time in HH:MM:SS (hours, minutes, and seconds) that this call type spent in the
Call Router queue during the half-hour interval before being routed to a valid target. (A
valid target could be a skill target, such as an agent, or a network target, such as a
label or busy signal.)
Note: This count includes only calls that exited the queue during the interval. Calls still
in the queue at the end of the interval are not counted.
Call Router queue during the half-hour interval before being routed to a valid target. (A
valid target could be a skill target, such as an agent, or a network target, such as a
label or busy signal.)
Note: This count includes only calls that exited the queue during the interval. Calls still
in the queue at the end of the interval are not counted.
Derived from: Call_Type_Half_Hour.RouterQueueWaitTimeToHalf
Avg Delay in Queue
The average delay in queue in HH:MM:SS (hours, minutes, and seconds) for calls
removed from the queue during the half- hour interval.
removed from the queue during the half- hour interval.
Derived from: Call_Type_Half_Hour.AvgRouterDelayQToHalf
Tasks Routed
The number of calls of this type that have been routed during the half-hour interval.
Derived from: Call_Type_Half_Hour.CallsRoutedToHalf
Tasks Queued
The number of calls removed from queue to be routed during the half- hour interval.
Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf
Tasks Aband
The number of calls that were abandoned while in queue during the half- hour interval.
Note Applies to IPCC, only.
Note Applies to IPCC, only.
Derived from: Call_Type_Half_Hour.RouterCallsAbandQToHalf
Call Type Summary
A summary of each field for each call type.