Руководство Пользователя для Cisco Cisco IPCC Web Option
3-69
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 3 CallType Reports
IPCC Call Type Historical Reports
VRU Handled
The number of the VRU calls marked as handled at the VRU in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruHandledCallsToHalf
VRU Assist
The number of the VRU handled calls marked as routed to agents in the half-hour
interval.
interval.
Derived from: Call_Type_Half_Hour.VruAssistedCallsToHalf
VRU Opt Out
The number of the VRU unhandled calls that were marked as routed to agents by caller
request in the half-hour interval.
request in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruOptOutUnhandledCallsToHalf
VRU Scripted Trans
The number of the VRU calls marked as routed to agents as a result of normal script
procedure in the half-hour interval.
procedure in the half-hour interval.
Derived from: Call_Type_Half_Hour.Call_Type_Half_Hour.VruScriptedXferredCallsToHalf
VRU Forced Trans
The number of the VRU calls marked as routed to agents as a result of caller difficulties
in the half-hour interval.
in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruForcedXferredCallsToHalf
VRU Other
The number of VRU calls marked with any VRUProgress value other than those listed
above in the half-hour interval.
above in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruOtherCallsToHalf
Flow Out
The number of calls flowed out 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.
interval. This field increments when a requalify or call type node is executed in the
script.
See
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.
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