Руководство Пользователя для Cisco Cisco IPCC Web Option
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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
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.) 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.) 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.
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.
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_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.RouterQueueWaitTimeHalf /
Call_Type_Half_Hour.RouterQueueCallsHalf
Call_Type_Half_Hour.RouterQueueCallsHalf
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
Assigned from Queue
The number of calls removed from queue to be routed during the half- hour interval.
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.
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_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.
Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf