Report Template Reference Guide For Cisco Unified Intelligence Center, Release 9.0(2)
Call Type and Call Type Skill Group Reports
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Call Type and Call Type Skill Group Reports

Contents

Call Type and Call Type Skill Group Reports

Call Type Abandon/Answer Distribution Historical

Use Call Type Abandon Answer Distribution to identify where in the routing, callers are abandoning and to identify the typical wait times for callers.

Query: This report data is built from a Database Query.

Views: This report only has a grid view.

Grouping: This report is grouped and sorted by Call Type Name.

Value List: Call Type

Database Schema Tables from which data is retrieved:
  • Bucket_Intervals
  • Call_Type
  • Call_Type_Interval

Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

The headings for the Interval fields are dynamic headers; they show the intervals you defined.

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from Call_Type.EnterpriseName.

Date Time

The date and time when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

For every interval in the selected time period there is summary row for each selected call type.

Derived from: Call_Type_Interval.DateTime.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime/ Call_Type_Interval.CallsHandled.

Avg Aban Delay

The average delay time of all abandoned calls that ended in this call type during the current interval. This includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone.

This is a calculated field, derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband.

Int 1 Ans and Aban

The number of calls answered/abandoned between the time set to begin measuring and interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08.

Derived from: Call_Type_Interval.AnsInterval(1) and Call_Type_Interval.AbandInterval(1).

Int 2 Ans and Aban

The number of calls answered/abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example: 00:08 - 00:38.

Derived from: Call_Type_Interval.AnsInterval(2) and Call_Type_Interval.AbandInterval(2).

Int 3 Ans and Aban

The number of calls answered/abandoned between interval 2 and interval 3. The system default interval 3 is 60 seconds (1 minute). For example: 00:38 - 01:38.

Derived from: Call_Type_Interval.AnsInterval(3) and Call_Type_Interval.AbandInterval(3).

Int 4 Ans and Aban

The number of calls answered/abandoned between interval 3 and interval 4. The system default interval 4 is 90 seconds. For example: 01:38 - 03:08.

Derived from: Call_Type_Interval.AnsInterval(4) and Call_Type_Interval.AbandInterval(4).

Int 5 Ans and Aban

The number of calls answered/abandoned between interval 4 and interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: 03:08 - 05:08.

Derived from: Call_Type_Interval.AnsInterval(5) and Call_Type_Interval.AbandInterval(5).

Int 6 Ans and Aban

The number of calls answered/abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08.

Derived from: Call_Type_Interval.AnsInterval(6) and Call_Type_Interval.AbandInterval(6).

Int 7 Ans and Aban

The number of calls answered/abandoned between interval 6 and interval 7. The system default interval 7 is 300 seconds (5 minutes). For example: 08:08 - 13:08.

Derived from: Call_Type_Interval.AnsInterval(7) and Call_Type_Interval.AbandInterval(7).

Int 8 Ans and Aban

The number of calls answered/abandoned between interval 7 and interval 8. The system default interval 8 is 600 seconds (10 minutes). For example: 13:08 - 23:08.

Derived from: Call_Type_Interval.AnsInterval(8) and Call_Type_Interval.AbandInterval(8).

Int 9 Ans and Aban

The number of calls answered/abandoned between interval 8 and interval 9. The system default interval 9 is 1200 seconds (20 minutes). For example: 23:08 - 43:08.

Derived from: Call_Type_Interval.AnsInterval(9) and Call_Type_Interval.AbandInterval(9).

> Int 9 Ans and Aban

The number of calls answered/abandoned within the remaining time in the report time period measured in minutes and seconds. For example: > 43:08.

Derived from: Call_Type_Interval.AnsInterval(10) and Call_Type_Interval.AbandInterval(10).

MaxCallsQueued

The maximum number of calls in queue for this call type during this interval.

Derived from : Call_Type_Interval. MaxCallsQueued.

The system displays data in this field only if your Unified Intelligence Center system is connected to Unified ICM Release 8.0(3) or later.

MaxCallWaitTime

The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval.

Derived from : Call_Type_Interval. MaxCallWaitTime.

The system displays data in this field only if your Unified Intelligence Center system is connected to Unified ICM Release 8.0(3) or later.

Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totals for the interval columns, and Max for MaxCallsQueued and MaxCallWaitTime columns. For more information, see Report Summary Rows.

Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the following tables.

These Available fields are from the Call_Type_Interval table:

  • Ans Wait Time Derived from: Call_Type_Interval.AnswerWaitTime.
  • BucketIntervalID Derived from: Call_Type_Interval.BucketIntervalID.
  • Calls Handled Derived from: Call_Type_Interval.CallsHandled.
  • CallTypeID Derived from: Call_Type_Interval.CallsTypeID.
  • DelayQAban Derived from: Call_Type_Interval.CallDelayAbandTime.
  • Router Calls Aban: Derived from: Call_Type_Interval.TotalCallsAband.

These fields are derived from the Bucket_Intervals table, as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html:

int1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.

Sample Call Type Abandon/Answer Distribution Historical Report

This illustration is a sample of the report generated from the Call Type Abandon/Answer Distribution Historical Report template.

Figure 1. Call Type Abandon Answer Distribution Historical Report 1 of 2



Figure 2. Call Type Abandon Answer Distribution Historical Report 2 of 2



Call Type Historical All Fields

Use Call Type Historical All Fields to view incoming calls/contacts, key statistics like Average Speed of Answer and Service Level, and call disposition information.

Query: This report data is built from a Database Query.

Views: This report has Daily, Weekly, and Monthly grid views and a pie chart view. The pie chart shows the percentage of calls answered in each call type.

Grouping: By call type and then by date and time.

Value List: Call Type

Database Schema Tables from which data is retrieved:
  • Call_Type
  • Call_Type_Interval

Current Fields for the Call Type Historical All Fields Grid View

Current fields are those fields that appear by default in the grid view for this report.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from: Call_Type.EnterpriseName.

DateTime

The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Call_Type_Interval.DateTime.

SL

Service Level Type used to calculate Service level for the interval.

Derived from: Call_Type_Interval.ServiceLevel.

Aban Within SL

The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes.

Derived from: Call_Type_Interval.ServiceLevelAband.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime / Call_Type_Interval.CallsAnswered.

TASKS

Offered

Tasks that were offered to this call type during the interval.

Derived from: Call_Type_Interval.CallsOffered.

Assigned from Q

The number of tasks of the call type assigned from the queue to be routed in the interval.

Derived from: Call_Type_Interval.RouterQueueCalls.

Answered

The total number of calls of this call type answered by agents in the interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: if the call is answered by an agent on a standard ACD, this field is incremented only if the call was translation routed.

Derived from: Call_Type_Interval.CallsAnswered.

AWT

Answer Wait Time. The answer wait time in seconds for all calls that were handled for the call type during the interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: if the call is answered by an agent on a standard ACD, this field is incremented only if the call was translation routed.

Derived from Call_Type_Interval.AnswerWaitTime.

COMPLETED TASKS

Handled

The total number of tasks handled to completion for the call type in the interval.

Derived from: Call_Type_Interval.CallsHandled.

Aban

The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This value also includes abandons for calls that are not in the queue; for example, when the caller hangs up while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls.

Derived from: Call_Type_Interval.TotalCallsAband.

Return

The number of tasks of the call type that ICM software routed to Return nodes in the interval.

This is a calculated field, derived from: Call_Type_Interval.ReturnBusy + Call_Type_Interval.ReturnRing + Call_Type_Interval.ReturnRelease.

Default Treatment

The number of tasks of the call type that were given default treatment or end nodes in the interval.

Derived from: Call_Type_Interval.ICRDefaultRouted.

Network Routed

The number of tasks of the call type that were routed not by ICM software but by the carrier in the interval. For pre-routed calls, the carrier decides where to route the call.

Derived from: Call_Type_Interval.NetworkDefaultRouted.

Flow Out

The number of tasks of the call type that flowed out of the call type to another call type in the interval.

Derived from: Call_Type_Interval.OverflowOut.

Calls Error

The number of calls for this call type that had errors or were incomplete in the interval.

This is a calculated field, derived from: Call_Type_Interval.ErrorCount + Call_Type_Interval.IncompleteCalls + Call_Type_Interval.AgentErrorCount.

Other

The number of tasks of the call type that are Short, were routed to non Agent targets, or were redirected in the interval.

This is a calculated field, derived from: Call_Type_Interval.CallsRONA + Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls.

% Queued

The percentage of all handled tasks of the call type that were queued in the interval.

This is a calculated field, derived from: ( Call_Type_Interval.CallsQHandled / Call_Type_Interval.CallsHandled).

% Aban

The percentage of all the tasks that came in to the call type in the interval that were abandoned.

This is a calculated field, derived from:

(Call_Type_Interval.TotalCallsAband / (Call_Type_Interval.CallsHandled+ Call_Type_Interval.TotalCallsAband + Call_Type_Interval.IncompleteCalls + Call_Type_Interval.ReturnBusy + Call_Type_Interval.ReturnRing + Call_Type_Interval.ICRDefaultRouted + Call_Type_Interval.NetworkDefaultRouted + Call_Type_Interval.OverflowOut + Call_Type_Interval.CallsRONA + Call_Type_Interval.ReturnRelease + Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls+ Call_Type_Interval.ErrorCount + Call_Type_Interval.AgentErrorCount ).

Avg Aban Delay

The average delay time of all abandoned calls that ended in this call type during the current interval. This includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone.

This is a calculated field. Derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband.

Short Calls

The number of calls abandoned during the Call_Type Abandon Call Wait Time. Calls abandoned after this time period are counted as Abandoned, not Short Calls.

Derived from: Call_Type_Interval.ShortCalls.

MaxCallsQueued

The maximum number of calls in queue for this call type during this interval.

Derived from : Call_Type_Interval. MaxCallsQueued.

The system displays data in this field only if your Unified Intelligence Center system is connected to ICM Release 8.0(3) or later.

MaxCallWaitTime

The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval.

Derived from : Call_Type_Interval. MaxCallWaitTime.

The system displays data in this field only if your Unified Intelligence Center system is connected to ICM Release 8.0(3) or later.

Report Summaries

  • Call Type Summary Field totals, except the service level (SL) field, for each call type in the report. The SL fields have percentage values.
  • Report Summary Field totals, except the SL field, for all call types in the report. The SL fields have percentage values. The summary also displays the Max for MaxCallsQueued and MaxCallWaitTime.

Available Fields in the Call Type Historical All Fields Grid View

Available fields for the grid view for this report include the fields that appear by default as Current. Additional Available fields in this report are taken directly from the Call_Type_Interval table.

Sample Call Type Historical All Fields Report

This illustration is a sample of the report generated from the Call Type Historical All Fields Report template.

Figure 3. Call Type Historical All Fields Report 1 of 2



Figure 4. Call Type Historical All Fields Report 2 of 2



Call Type Historical All Fields Calls Answered by Call Types Chart

The stock graph for this report is a pie chart that shows Calls Answered by Call Type.

To select this view, run the Call Type Historical report. Then select Calls Answered by Call Types from the Report Viewer.

Call Type Real Time

Reports generated from the Call Type Real Time template show the current status of call types. The report provides an overall view, by Call Type, of current activity such as Calls in Queue, longest call in queue, and last 5-minute statistics.

Query: This report data is built from a Database Query.

Views: This report has a grid view and a gauge view. The gauge view shows the number of tasks currently in the queue.

Value List: Call Type

Database Schema Tables from which data is retrieved:
  • Call_Type
  • Call_Type_Real_Time

Current Fields in the Call Type Real Time Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from: Call_Type.EnterpriseName.

ASA5

Average Speed of Answer during the rolling five-minute interval. The total Answer Time for all tasks of the call type divided by the number of tasks of this type answered during the current five-minute interval.

This is a calculated field, derived from: (Call_Type_Real_Time.AnswerWaitTimeTo5 / Call_Type_Real_Time.CallsAnsweredTo5).

VRU (not Q) Now

The number of tasks in Run VRUScript or Wait state. This represents the number of tasks at VRU prompting or self service.

This is a calculated field, derived from: Call_Type_Real_Time.CallsAtVRUNow - Call_Type_Real_Time.RouterCallsQNow.

Queue Now

The number of tasks currently in the queue.

Derived from: Call_Type_Real_Time.RouterCallsQNow.

CCE Agent Now

The number of tasks that have been routed to the Unified CCE agents but are not yet ended. This column is incremented when the call is answered and decremented when the call ends, after wrap up is complete, if applicable.

Derived from: Call_Type_Real_Time.CallsAtAgentNow.

Longest Queued

The time spent in queue for the longest currently queued task, measured in HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field, determined by subtracting the time the task entered the queue (Derived from: Call_Type_Real_Time.RouterLongestCallQ) from the current time.

SL

The Unified ICM/Unified CCE service level for the rolling five-minute interval.

Derived from: Call_Type_Interval.ServiceLevelTo5.

Handled5

The number of calls of this call type handled for the call type ending during the rolling five-minute interval.

Derived from: Call_Type_Real_Time.CallsHandledTo5.

Aband5

The number of tasks abandoned at the IVR during the rolling five-minute interval, while offered to the agent and on route to the agent.

Derived from: Call_Type_Real_Time.TotalCallsAbandTo5.

Aband Within SL

Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5.

The number of tasks abandoned before the service level timer expired during the rolling five-minute interval.

Avg Aban

The average time of abandoned calls for this call type during the rolling five-minute interval, measured in HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field, derived from: Call_Type_Real_Time.CallDelayAbandTimeTo5 / Call_Type_Real_Time.TotalCallsAbandTo5.

Report Summary: There is a summary for all data in the report. For more information, see Report Summary Rows.

Available Fields in the Call Type Real Time Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the Call_Type_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

Sample Call Type Real Time Report

This illustration is a sample of the report generated from the Call Type All Fields Real Time template.

Figure 5. Call Type Real Time Report



Call Type Real Time Queue Now Pie Chart

The stock graphical view for this report is a gauge that shows the number of tasks currently in the queue.

To select this view, run the Call Type Real Time report. Then select Call Type_Queue Now from the Report Viewer.

Figure 6. Call Type Real Time Queue Now Pie Chart



Call Type Queue Interval All Fields

Reports generated from this template show the summary statistics for Skill Groups and Precision Queues within Call Type ID. This information is useful for tying queues to resources and for forecasting and scheduling.

Note: For Unified CCE, the presence of certain data depends on the use of Enterprise Queuing and on whether Translation Routing is implemented.

Query: This report data is built from an Anonymous Block type query.

Views: This report only has a grid view.

Grouping: By call type and then by date and time.

Value List: Call Type

Database Schema Tables from which data is retrieved:
  • Call _Type
  • Precision_Queue
  • Call_Type_SG_Interval
  • Attribute
  • Router_Queue_Interval
  • Skill_Group
  • Media_Routing_Domain

Current Fields in the Call Type Queue Interval All Fields Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

Column (Field)

Description

Call Type Name

Derived from Call_Type.EnterpriseName.

The enterprise name for the call type.

Precision Queue / Skill Group Name

Derived from: Skill_Group.Enterprise or Precision_Queue.EnterpriseName

The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name

DateTime

Derived from: Call_Type_SG_Interval.DateTime.

The date and time for the data of a selected row

Attributes

The attributes used in the precision queue definition. The report shows only those attributes that are used.

Handled

Derived from: Call_Type_SG_Interval.CallsHandled.

The total number of tasks handled to completion for the call type in the interval.

AHT

The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from: Call_Type_SG_Interval.Handle Time / Call_Type_SG_Interval.CallsHandled.

%Queued

The percentage of all handled tasks of the call type that were queued in the interval.

This is a calculated field, derived from Call_Type_SG_Interval. CallsQHandled /Call_Type_SG_Interval.CallsHandled.

SL

Derived from: Call_Type_SG_Interval.ServiceLevel.

Service Level Type used to calculate Service level for the interval.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from: Call_Type_SG_Interval.AnswerWaitTime / Call_Type_SG_Interval.CallsAnswered.

Aban Within SL

Derived from: Call_Type_Interval.ServiceLevelAband.

The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes.

Aban in Queue

Derived from: Call_Type_SG_Interval.RouterCalls AbandQ.

The number of calls to the call type that were abandoned in the Router queue during the interval.

MaxCallWaitTime

Derived from: Router_Queue_Interval.MaxCallWaitTime

The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable.

MaxCallsQueued

Derived from: Router_Queue_Interval.MaxCallsQueued

The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued.

Report Summaries

The summary line displays the maximum for MaxCallsQueued and MaxCallWaitTime.

Available Fields in the Call Type Queue Interval All Fields Grid View

Available fields for this report include the fields that appear by default as Current.

Additional Available fields in this report are taken directly from the Call_Type_SG_Interval table.

Sample Call Type Queue Interval All Fields Report

The following illustration is a sample of the report generated from the Call Type Queue Interval All Fields Report template.

Figure 7. Call Type Queue Interval All Fields Report

Call Type Abandon/Answer Distribution Historical

Use Call Type Abandon Answer Distribution to identify where in the routing, callers are abandoning and to identify the typical wait times for callers.

Query: This report data is built from a Database Query.

Views: This report only has a grid view.

Grouping: This report is grouped and sorted by Call Type Name.

Value List: Call Type

Database Schema Tables from which data is retrieved:
  • Bucket_Intervals
  • Call_Type
  • Call_Type_Interval

Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

The headings for the Interval fields are dynamic headers; they show the intervals you defined.

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from Call_Type.EnterpriseName.

Date Time

The date and time when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

For every interval in the selected time period there is summary row for each selected call type.

Derived from: Call_Type_Interval.DateTime.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime/ Call_Type_Interval.CallsHandled.

Avg Aban Delay

The average delay time of all abandoned calls that ended in this call type during the current interval. This includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone.

This is a calculated field, derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband.

Int 1 Ans and Aban

The number of calls answered/abandoned between the time set to begin measuring and interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08.

Derived from: Call_Type_Interval.AnsInterval(1) and Call_Type_Interval.AbandInterval(1).

Int 2 Ans and Aban

The number of calls answered/abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example: 00:08 - 00:38.

Derived from: Call_Type_Interval.AnsInterval(2) and Call_Type_Interval.AbandInterval(2).

Int 3 Ans and Aban

The number of calls answered/abandoned between interval 2 and interval 3. The system default interval 3 is 60 seconds (1 minute). For example: 00:38 - 01:38.

Derived from: Call_Type_Interval.AnsInterval(3) and Call_Type_Interval.AbandInterval(3).

Int 4 Ans and Aban

The number of calls answered/abandoned between interval 3 and interval 4. The system default interval 4 is 90 seconds. For example: 01:38 - 03:08.

Derived from: Call_Type_Interval.AnsInterval(4) and Call_Type_Interval.AbandInterval(4).

Int 5 Ans and Aban

The number of calls answered/abandoned between interval 4 and interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: 03:08 - 05:08.

Derived from: Call_Type_Interval.AnsInterval(5) and Call_Type_Interval.AbandInterval(5).

Int 6 Ans and Aban

The number of calls answered/abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08.

Derived from: Call_Type_Interval.AnsInterval(6) and Call_Type_Interval.AbandInterval(6).

Int 7 Ans and Aban

The number of calls answered/abandoned between interval 6 and interval 7. The system default interval 7 is 300 seconds (5 minutes). For example: 08:08 - 13:08.

Derived from: Call_Type_Interval.AnsInterval(7) and Call_Type_Interval.AbandInterval(7).

Int 8 Ans and Aban

The number of calls answered/abandoned between interval 7 and interval 8. The system default interval 8 is 600 seconds (10 minutes). For example: 13:08 - 23:08.

Derived from: Call_Type_Interval.AnsInterval(8) and Call_Type_Interval.AbandInterval(8).

Int 9 Ans and Aban

The number of calls answered/abandoned between interval 8 and interval 9. The system default interval 9 is 1200 seconds (20 minutes). For example: 23:08 - 43:08.

Derived from: Call_Type_Interval.AnsInterval(9) and Call_Type_Interval.AbandInterval(9).

> Int 9 Ans and Aban

The number of calls answered/abandoned within the remaining time in the report time period measured in minutes and seconds. For example: > 43:08.

Derived from: Call_Type_Interval.AnsInterval(10) and Call_Type_Interval.AbandInterval(10).

MaxCallsQueued

The maximum number of calls in queue for this call type during this interval.

Derived from : Call_Type_Interval. MaxCallsQueued.

The system displays data in this field only if your Unified Intelligence Center system is connected to Unified ICM Release 8.0(3) or later.

MaxCallWaitTime

The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval.

Derived from : Call_Type_Interval. MaxCallWaitTime.

The system displays data in this field only if your Unified Intelligence Center system is connected to Unified ICM Release 8.0(3) or later.

Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totals for the interval columns, and Max for MaxCallsQueued and MaxCallWaitTime columns. For more information, see Report Summary Rows.

Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the following tables.

These Available fields are from the Call_Type_Interval table:

  • Ans Wait Time Derived from: Call_Type_Interval.AnswerWaitTime.
  • BucketIntervalID Derived from: Call_Type_Interval.BucketIntervalID.
  • Calls Handled Derived from: Call_Type_Interval.CallsHandled.
  • CallTypeID Derived from: Call_Type_Interval.CallsTypeID.
  • DelayQAban Derived from: Call_Type_Interval.CallDelayAbandTime.
  • Router Calls Aban: Derived from: Call_Type_Interval.TotalCallsAband.

These fields are derived from the Bucket_Intervals table, as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html:

int1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.

Sample Call Type Abandon/Answer Distribution Historical Report

This illustration is a sample of the report generated from the Call Type Abandon/Answer Distribution Historical Report template.

Figure 8. Call Type Abandon Answer Distribution Historical Report 1 of 2



Figure 9. Call Type Abandon Answer Distribution Historical Report 2 of 2



Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

The headings for the Interval fields are dynamic headers; they show the intervals you defined.

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from Call_Type.EnterpriseName.

Date Time

The date and time when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

For every interval in the selected time period there is summary row for each selected call type.

Derived from: Call_Type_Interval.DateTime.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime/ Call_Type_Interval.CallsHandled.

Avg Aban Delay

The average delay time of all abandoned calls that ended in this call type during the current interval. This includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone.

This is a calculated field, derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband.

Int 1 Ans and Aban

The number of calls answered/abandoned between the time set to begin measuring and interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08.

Derived from: Call_Type_Interval.AnsInterval(1) and Call_Type_Interval.AbandInterval(1).

Int 2 Ans and Aban

The number of calls answered/abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example: 00:08 - 00:38.

Derived from: Call_Type_Interval.AnsInterval(2) and Call_Type_Interval.AbandInterval(2).

Int 3 Ans and Aban

The number of calls answered/abandoned between interval 2 and interval 3. The system default interval 3 is 60 seconds (1 minute). For example: 00:38 - 01:38.

Derived from: Call_Type_Interval.AnsInterval(3) and Call_Type_Interval.AbandInterval(3).

Int 4 Ans and Aban

The number of calls answered/abandoned between interval 3 and interval 4. The system default interval 4 is 90 seconds. For example: 01:38 - 03:08.

Derived from: Call_Type_Interval.AnsInterval(4) and Call_Type_Interval.AbandInterval(4).

Int 5 Ans and Aban

The number of calls answered/abandoned between interval 4 and interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: 03:08 - 05:08.

Derived from: Call_Type_Interval.AnsInterval(5) and Call_Type_Interval.AbandInterval(5).

Int 6 Ans and Aban

The number of calls answered/abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08.

Derived from: Call_Type_Interval.AnsInterval(6) and Call_Type_Interval.AbandInterval(6).

Int 7 Ans and Aban

The number of calls answered/abandoned between interval 6 and interval 7. The system default interval 7 is 300 seconds (5 minutes). For example: 08:08 - 13:08.

Derived from: Call_Type_Interval.AnsInterval(7) and Call_Type_Interval.AbandInterval(7).

Int 8 Ans and Aban

The number of calls answered/abandoned between interval 7 and interval 8. The system default interval 8 is 600 seconds (10 minutes). For example: 13:08 - 23:08.

Derived from: Call_Type_Interval.AnsInterval(8) and Call_Type_Interval.AbandInterval(8).

Int 9 Ans and Aban

The number of calls answered/abandoned between interval 8 and interval 9. The system default interval 9 is 1200 seconds (20 minutes). For example: 23:08 - 43:08.

Derived from: Call_Type_Interval.AnsInterval(9) and Call_Type_Interval.AbandInterval(9).

> Int 9 Ans and Aban

The number of calls answered/abandoned within the remaining time in the report time period measured in minutes and seconds. For example: > 43:08.

Derived from: Call_Type_Interval.AnsInterval(10) and Call_Type_Interval.AbandInterval(10).

MaxCallsQueued

The maximum number of calls in queue for this call type during this interval.

Derived from : Call_Type_Interval. MaxCallsQueued.

The system displays data in this field only if your Unified Intelligence Center system is connected to Unified ICM Release 8.0(3) or later.

MaxCallWaitTime

The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval.

Derived from : Call_Type_Interval. MaxCallWaitTime.

The system displays data in this field only if your Unified Intelligence Center system is connected to Unified ICM Release 8.0(3) or later.

Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totals for the interval columns, and Max for MaxCallsQueued and MaxCallWaitTime columns. For more information, see Report Summary Rows.

Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the following tables.

These Available fields are from the Call_Type_Interval table:

  • Ans Wait Time Derived from: Call_Type_Interval.AnswerWaitTime.
  • BucketIntervalID Derived from: Call_Type_Interval.BucketIntervalID.
  • Calls Handled Derived from: Call_Type_Interval.CallsHandled.
  • CallTypeID Derived from: Call_Type_Interval.CallsTypeID.
  • DelayQAban Derived from: Call_Type_Interval.CallDelayAbandTime.
  • Router Calls Aban: Derived from: Call_Type_Interval.TotalCallsAband.

These fields are derived from the Bucket_Intervals table, as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html:

int1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.

Sample Call Type Abandon/Answer Distribution Historical Report

This illustration is a sample of the report generated from the Call Type Abandon/Answer Distribution Historical Report template.

Figure 10. Call Type Abandon Answer Distribution Historical Report 1 of 2



Figure 11. Call Type Abandon Answer Distribution Historical Report 2 of 2



Call Type Historical All Fields

Use Call Type Historical All Fields to view incoming calls/contacts, key statistics like Average Speed of Answer and Service Level, and call disposition information.

Query: This report data is built from a Database Query.

Views: This report has Daily, Weekly, and Monthly grid views and a pie chart view. The pie chart shows the percentage of calls answered in each call type.

Grouping: By call type and then by date and time.

Value List: Call Type

Database Schema Tables from which data is retrieved:
  • Call_Type
  • Call_Type_Interval

Current Fields for the Call Type Historical All Fields Grid View

Current fields are those fields that appear by default in the grid view for this report.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from: Call_Type.EnterpriseName.

DateTime

The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Call_Type_Interval.DateTime.

SL

Service Level Type used to calculate Service level for the interval.

Derived from: Call_Type_Interval.ServiceLevel.

Aban Within SL

The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes.

Derived from: Call_Type_Interval.ServiceLevelAband.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime / Call_Type_Interval.CallsAnswered.

TASKS

Offered

Tasks that were offered to this call type during the interval.

Derived from: Call_Type_Interval.CallsOffered.

Assigned from Q

The number of tasks of the call type assigned from the queue to be routed in the interval.

Derived from: Call_Type_Interval.RouterQueueCalls.

Answered

The total number of calls of this call type answered by agents in the interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: if the call is answered by an agent on a standard ACD, this field is incremented only if the call was translation routed.

Derived from: Call_Type_Interval.CallsAnswered.

AWT

Answer Wait Time. The answer wait time in seconds for all calls that were handled for the call type during the interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: if the call is answered by an agent on a standard ACD, this field is incremented only if the call was translation routed.

Derived from Call_Type_Interval.AnswerWaitTime.

COMPLETED TASKS

Handled

The total number of tasks handled to completion for the call type in the interval.

Derived from: Call_Type_Interval.CallsHandled.

Aban

The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This value also includes abandons for calls that are not in the queue; for example, when the caller hangs up while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls.

Derived from: Call_Type_Interval.TotalCallsAband.

Return

The number of tasks of the call type that ICM software routed to Return nodes in the interval.

This is a calculated field, derived from: Call_Type_Interval.ReturnBusy + Call_Type_Interval.ReturnRing + Call_Type_Interval.ReturnRelease.

Default Treatment

The number of tasks of the call type that were given default treatment or end nodes in the interval.

Derived from: Call_Type_Interval.ICRDefaultRouted.

Network Routed

The number of tasks of the call type that were routed not by ICM software but by the carrier in the interval. For pre-routed calls, the carrier decides where to route the call.

Derived from: Call_Type_Interval.NetworkDefaultRouted.

Flow Out

The number of tasks of the call type that flowed out of the call type to another call type in the interval.

Derived from: Call_Type_Interval.OverflowOut.

Calls Error

The number of calls for this call type that had errors or were incomplete in the interval.

This is a calculated field, derived from: Call_Type_Interval.ErrorCount + Call_Type_Interval.IncompleteCalls + Call_Type_Interval.AgentErrorCount.

Other

The number of tasks of the call type that are Short, were routed to non Agent targets, or were redirected in the interval.

This is a calculated field, derived from: Call_Type_Interval.CallsRONA + Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls.

% Queued

The percentage of all handled tasks of the call type that were queued in the interval.

This is a calculated field, derived from: ( Call_Type_Interval.CallsQHandled / Call_Type_Interval.CallsHandled).

% Aban

The percentage of all the tasks that came in to the call type in the interval that were abandoned.

This is a calculated field, derived from:

(Call_Type_Interval.TotalCallsAband / (Call_Type_Interval.CallsHandled+ Call_Type_Interval.TotalCallsAband + Call_Type_Interval.IncompleteCalls + Call_Type_Interval.ReturnBusy + Call_Type_Interval.ReturnRing + Call_Type_Interval.ICRDefaultRouted + Call_Type_Interval.NetworkDefaultRouted + Call_Type_Interval.OverflowOut + Call_Type_Interval.CallsRONA + Call_Type_Interval.ReturnRelease + Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls+ Call_Type_Interval.ErrorCount + Call_Type_Interval.AgentErrorCount ).

Avg Aban Delay

The average delay time of all abandoned calls that ended in this call type during the current interval. This includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone.

This is a calculated field. Derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband.

Short Calls

The number of calls abandoned during the Call_Type Abandon Call Wait Time. Calls abandoned after this time period are counted as Abandoned, not Short Calls.

Derived from: Call_Type_Interval.ShortCalls.

MaxCallsQueued

The maximum number of calls in queue for this call type during this interval.

Derived from : Call_Type_Interval. MaxCallsQueued.

The system displays data in this field only if your Unified Intelligence Center system is connected to ICM Release 8.0(3) or later.

MaxCallWaitTime

The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval.

Derived from : Call_Type_Interval. MaxCallWaitTime.

The system displays data in this field only if your Unified Intelligence Center system is connected to ICM Release 8.0(3) or later.

Report Summaries

  • Call Type Summary Field totals, except the service level (SL) field, for each call type in the report. The SL fields have percentage values.
  • Report Summary Field totals, except the SL field, for all call types in the report. The SL fields have percentage values. The summary also displays the Max for MaxCallsQueued and MaxCallWaitTime.

Available Fields in the Call Type Historical All Fields Grid View

Available fields for the grid view for this report include the fields that appear by default as Current. Additional Available fields in this report are taken directly from the Call_Type_Interval table.

Sample Call Type Historical All Fields Report

This illustration is a sample of the report generated from the Call Type Historical All Fields Report template.

Figure 12. Call Type Historical All Fields Report 1 of 2



Figure 13. Call Type Historical All Fields Report 2 of 2



Call Type Historical All Fields Calls Answered by Call Types Chart

The stock graph for this report is a pie chart that shows Calls Answered by Call Type.

To select this view, run the Call Type Historical report. Then select Calls Answered by Call Types from the Report Viewer.

Current Fields for the Call Type Historical All Fields Grid View

Current fields are those fields that appear by default in the grid view for this report.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from: Call_Type.EnterpriseName.

DateTime

The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Call_Type_Interval.DateTime.

SL

Service Level Type used to calculate Service level for the interval.

Derived from: Call_Type_Interval.ServiceLevel.

Aban Within SL

The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes.

Derived from: Call_Type_Interval.ServiceLevelAband.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime / Call_Type_Interval.CallsAnswered.

TASKS

Offered

Tasks that were offered to this call type during the interval.

Derived from: Call_Type_Interval.CallsOffered.

Assigned from Q

The number of tasks of the call type assigned from the queue to be routed in the interval.

Derived from: Call_Type_Interval.RouterQueueCalls.

Answered

The total number of calls of this call type answered by agents in the interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: if the call is answered by an agent on a standard ACD, this field is incremented only if the call was translation routed.

Derived from: Call_Type_Interval.CallsAnswered.

AWT

Answer Wait Time. The answer wait time in seconds for all calls that were handled for the call type during the interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: if the call is answered by an agent on a standard ACD, this field is incremented only if the call was translation routed.

Derived from Call_Type_Interval.AnswerWaitTime.

COMPLETED TASKS

Handled

The total number of tasks handled to completion for the call type in the interval.

Derived from: Call_Type_Interval.CallsHandled.

Aban

The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This value also includes abandons for calls that are not in the queue; for example, when the caller hangs up while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls.

Derived from: Call_Type_Interval.TotalCallsAband.

Return

The number of tasks of the call type that ICM software routed to Return nodes in the interval.

This is a calculated field, derived from: Call_Type_Interval.ReturnBusy + Call_Type_Interval.ReturnRing + Call_Type_Interval.ReturnRelease.

Default Treatment

The number of tasks of the call type that were given default treatment or end nodes in the interval.

Derived from: Call_Type_Interval.ICRDefaultRouted.

Network Routed

The number of tasks of the call type that were routed not by ICM software but by the carrier in the interval. For pre-routed calls, the carrier decides where to route the call.

Derived from: Call_Type_Interval.NetworkDefaultRouted.

Flow Out

The number of tasks of the call type that flowed out of the call type to another call type in the interval.

Derived from: Call_Type_Interval.OverflowOut.

Calls Error

The number of calls for this call type that had errors or were incomplete in the interval.

This is a calculated field, derived from: Call_Type_Interval.ErrorCount + Call_Type_Interval.IncompleteCalls + Call_Type_Interval.AgentErrorCount.

Other

The number of tasks of the call type that are Short, were routed to non Agent targets, or were redirected in the interval.

This is a calculated field, derived from: Call_Type_Interval.CallsRONA + Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls.

% Queued

The percentage of all handled tasks of the call type that were queued in the interval.

This is a calculated field, derived from: ( Call_Type_Interval.CallsQHandled / Call_Type_Interval.CallsHandled).

% Aban

The percentage of all the tasks that came in to the call type in the interval that were abandoned.

This is a calculated field, derived from:

(Call_Type_Interval.TotalCallsAband / (Call_Type_Interval.CallsHandled+ Call_Type_Interval.TotalCallsAband + Call_Type_Interval.IncompleteCalls + Call_Type_Interval.ReturnBusy + Call_Type_Interval.ReturnRing + Call_Type_Interval.ICRDefaultRouted + Call_Type_Interval.NetworkDefaultRouted + Call_Type_Interval.OverflowOut + Call_Type_Interval.CallsRONA + Call_Type_Interval.ReturnRelease + Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls+ Call_Type_Interval.ErrorCount + Call_Type_Interval.AgentErrorCount ).

Avg Aban Delay

The average delay time of all abandoned calls that ended in this call type during the current interval. This includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone.

This is a calculated field. Derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband.

Short Calls

The number of calls abandoned during the Call_Type Abandon Call Wait Time. Calls abandoned after this time period are counted as Abandoned, not Short Calls.

Derived from: Call_Type_Interval.ShortCalls.

MaxCallsQueued

The maximum number of calls in queue for this call type during this interval.

Derived from : Call_Type_Interval. MaxCallsQueued.

The system displays data in this field only if your Unified Intelligence Center system is connected to ICM Release 8.0(3) or later.

MaxCallWaitTime

The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval.

Derived from : Call_Type_Interval. MaxCallWaitTime.

The system displays data in this field only if your Unified Intelligence Center system is connected to ICM Release 8.0(3) or later.

Report Summaries

  • Call Type Summary Field totals, except the service level (SL) field, for each call type in the report. The SL fields have percentage values.
  • Report Summary Field totals, except the SL field, for all call types in the report. The SL fields have percentage values. The summary also displays the Max for MaxCallsQueued and MaxCallWaitTime.

Available Fields in the Call Type Historical All Fields Grid View

Available fields for the grid view for this report include the fields that appear by default as Current. Additional Available fields in this report are taken directly from the Call_Type_Interval table.

Sample Call Type Historical All Fields Report

This illustration is a sample of the report generated from the Call Type Historical All Fields Report template.

Figure 14. Call Type Historical All Fields Report 1 of 2



Figure 15. Call Type Historical All Fields Report 2 of 2



Call Type Historical All Fields Calls Answered by Call Types Chart

The stock graph for this report is a pie chart that shows Calls Answered by Call Type.

To select this view, run the Call Type Historical report. Then select Calls Answered by Call Types from the Report Viewer.

Call Type Real Time

Reports generated from the Call Type Real Time template show the current status of call types. The report provides an overall view, by Call Type, of current activity such as Calls in Queue, longest call in queue, and last 5-minute statistics.

Query: This report data is built from a Database Query.

Views: This report has a grid view and a gauge view. The gauge view shows the number of tasks currently in the queue.

Value List: Call Type

Database Schema Tables from which data is retrieved:
  • Call_Type
  • Call_Type_Real_Time

Current Fields in the Call Type Real Time Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from: Call_Type.EnterpriseName.

ASA5

Average Speed of Answer during the rolling five-minute interval. The total Answer Time for all tasks of the call type divided by the number of tasks of this type answered during the current five-minute interval.

This is a calculated field, derived from: (Call_Type_Real_Time.AnswerWaitTimeTo5 / Call_Type_Real_Time.CallsAnsweredTo5).

VRU (not Q) Now

The number of tasks in Run VRUScript or Wait state. This represents the number of tasks at VRU prompting or self service.

This is a calculated field, derived from: Call_Type_Real_Time.CallsAtVRUNow - Call_Type_Real_Time.RouterCallsQNow.

Queue Now

The number of tasks currently in the queue.

Derived from: Call_Type_Real_Time.RouterCallsQNow.

CCE Agent Now

The number of tasks that have been routed to the Unified CCE agents but are not yet ended. This column is incremented when the call is answered and decremented when the call ends, after wrap up is complete, if applicable.

Derived from: Call_Type_Real_Time.CallsAtAgentNow.

Longest Queued

The time spent in queue for the longest currently queued task, measured in HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field, determined by subtracting the time the task entered the queue (Derived from: Call_Type_Real_Time.RouterLongestCallQ) from the current time.

SL

The Unified ICM/Unified CCE service level for the rolling five-minute interval.

Derived from: Call_Type_Interval.ServiceLevelTo5.

Handled5

The number of calls of this call type handled for the call type ending during the rolling five-minute interval.

Derived from: Call_Type_Real_Time.CallsHandledTo5.

Aband5

The number of tasks abandoned at the IVR during the rolling five-minute interval, while offered to the agent and on route to the agent.

Derived from: Call_Type_Real_Time.TotalCallsAbandTo5.

Aband Within SL

Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5.

The number of tasks abandoned before the service level timer expired during the rolling five-minute interval.

Avg Aban

The average time of abandoned calls for this call type during the rolling five-minute interval, measured in HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field, derived from: Call_Type_Real_Time.CallDelayAbandTimeTo5 / Call_Type_Real_Time.TotalCallsAbandTo5.

Report Summary: There is a summary for all data in the report. For more information, see Report Summary Rows.

Available Fields in the Call Type Real Time Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the Call_Type_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

Sample Call Type Real Time Report

This illustration is a sample of the report generated from the Call Type All Fields Real Time template.

Figure 16. Call Type Real Time Report



Call Type Real Time Queue Now Pie Chart

The stock graphical view for this report is a gauge that shows the number of tasks currently in the queue.

To select this view, run the Call Type Real Time report. Then select Call Type_Queue Now from the Report Viewer.

Figure 17. Call Type Real Time Queue Now Pie Chart



Current Fields in the Call Type Real Time Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from: Call_Type.EnterpriseName.

ASA5

Average Speed of Answer during the rolling five-minute interval. The total Answer Time for all tasks of the call type divided by the number of tasks of this type answered during the current five-minute interval.

This is a calculated field, derived from: (Call_Type_Real_Time.AnswerWaitTimeTo5 / Call_Type_Real_Time.CallsAnsweredTo5).

VRU (not Q) Now

The number of tasks in Run VRUScript or Wait state. This represents the number of tasks at VRU prompting or self service.

This is a calculated field, derived from: Call_Type_Real_Time.CallsAtVRUNow - Call_Type_Real_Time.RouterCallsQNow.

Queue Now

The number of tasks currently in the queue.

Derived from: Call_Type_Real_Time.RouterCallsQNow.

CCE Agent Now

The number of tasks that have been routed to the Unified CCE agents but are not yet ended. This column is incremented when the call is answered and decremented when the call ends, after wrap up is complete, if applicable.

Derived from: Call_Type_Real_Time.CallsAtAgentNow.

Longest Queued

The time spent in queue for the longest currently queued task, measured in HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field, determined by subtracting the time the task entered the queue (Derived from: Call_Type_Real_Time.RouterLongestCallQ) from the current time.

SL

The Unified ICM/Unified CCE service level for the rolling five-minute interval.

Derived from: Call_Type_Interval.ServiceLevelTo5.

Handled5

The number of calls of this call type handled for the call type ending during the rolling five-minute interval.

Derived from: Call_Type_Real_Time.CallsHandledTo5.

Aband5

The number of tasks abandoned at the IVR during the rolling five-minute interval, while offered to the agent and on route to the agent.

Derived from: Call_Type_Real_Time.TotalCallsAbandTo5.

Aband Within SL

Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5.

The number of tasks abandoned before the service level timer expired during the rolling five-minute interval.

Avg Aban

The average time of abandoned calls for this call type during the rolling five-minute interval, measured in HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field, derived from: Call_Type_Real_Time.CallDelayAbandTimeTo5 / Call_Type_Real_Time.TotalCallsAbandTo5.

Report Summary: There is a summary for all data in the report. For more information, see Report Summary Rows.

Available Fields in the Call Type Real Time Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the Call_Type_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

Sample Call Type Real Time Report

This illustration is a sample of the report generated from the Call Type All Fields Real Time template.

Figure 18. Call Type Real Time Report



Call Type Real Time Queue Now Pie Chart

The stock graphical view for this report is a gauge that shows the number of tasks currently in the queue.

To select this view, run the Call Type Real Time report. Then select Call Type_Queue Now from the Report Viewer.

Figure 19. Call Type Real Time Queue Now Pie Chart



Call Type Queue Interval All Fields

Reports generated from this template show the summary statistics for Skill Groups and Precision Queues within Call Type ID. This information is useful for tying queues to resources and for forecasting and scheduling.

Note: For Unified CCE, the presence of certain data depends on the use of Enterprise Queuing and on whether Translation Routing is implemented.

Query: This report data is built from an Anonymous Block type query.

Views: This report only has a grid view.

Grouping: By call type and then by date and time.

Value List: Call Type

Database Schema Tables from which data is retrieved:
  • Call _Type
  • Precision_Queue
  • Call_Type_SG_Interval
  • Attribute
  • Router_Queue_Interval
  • Skill_Group
  • Media_Routing_Domain

Current Fields in the Call Type Queue Interval All Fields Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

Column (Field)

Description

Call Type Name

Derived from Call_Type.EnterpriseName.

The enterprise name for the call type.

Precision Queue / Skill Group Name

Derived from: Skill_Group.Enterprise or Precision_Queue.EnterpriseName

The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name

DateTime

Derived from: Call_Type_SG_Interval.DateTime.

The date and time for the data of a selected row

Attributes

The attributes used in the precision queue definition. The report shows only those attributes that are used.

Handled

Derived from: Call_Type_SG_Interval.CallsHandled.

The total number of tasks handled to completion for the call type in the interval.

AHT

The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from: Call_Type_SG_Interval.Handle Time / Call_Type_SG_Interval.CallsHandled.

%Queued

The percentage of all handled tasks of the call type that were queued in the interval.

This is a calculated field, derived from Call_Type_SG_Interval. CallsQHandled /Call_Type_SG_Interval.CallsHandled.

SL

Derived from: Call_Type_SG_Interval.ServiceLevel.

Service Level Type used to calculate Service level for the interval.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from: Call_Type_SG_Interval.AnswerWaitTime / Call_Type_SG_Interval.CallsAnswered.

Aban Within SL

Derived from: Call_Type_Interval.ServiceLevelAband.

The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes.

Aban in Queue

Derived from: Call_Type_SG_Interval.RouterCalls AbandQ.

The number of calls to the call type that were abandoned in the Router queue during the interval.

MaxCallWaitTime

Derived from: Router_Queue_Interval.MaxCallWaitTime

The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable.

MaxCallsQueued

Derived from: Router_Queue_Interval.MaxCallsQueued

The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued.

Report Summaries

The summary line displays the maximum for MaxCallsQueued and MaxCallWaitTime.

Available Fields in the Call Type Queue Interval All Fields Grid View

Available fields for this report include the fields that appear by default as Current.

Additional Available fields in this report are taken directly from the Call_Type_SG_Interval table.

Sample Call Type Queue Interval All Fields Report

The following illustration is a sample of the report generated from the Call Type Queue Interval All Fields Report template.

Figure 20. Call Type Queue Interval All Fields Report

Current Fields in the Call Type Queue Interval All Fields Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

Column (Field)

Description

Call Type Name

Derived from Call_Type.EnterpriseName.

The enterprise name for the call type.

Precision Queue / Skill Group Name

Derived from: Skill_Group.Enterprise or Precision_Queue.EnterpriseName

The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name

DateTime

Derived from: Call_Type_SG_Interval.DateTime.

The date and time for the data of a selected row

Attributes

The attributes used in the precision queue definition. The report shows only those attributes that are used.

Handled

Derived from: Call_Type_SG_Interval.CallsHandled.

The total number of tasks handled to completion for the call type in the interval.

AHT

The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from: Call_Type_SG_Interval.Handle Time / Call_Type_SG_Interval.CallsHandled.

%Queued

The percentage of all handled tasks of the call type that were queued in the interval.

This is a calculated field, derived from Call_Type_SG_Interval. CallsQHandled /Call_Type_SG_Interval.CallsHandled.

SL

Derived from: Call_Type_SG_Interval.ServiceLevel.

Service Level Type used to calculate Service level for the interval.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from: Call_Type_SG_Interval.AnswerWaitTime / Call_Type_SG_Interval.CallsAnswered.

Aban Within SL

Derived from: Call_Type_Interval.ServiceLevelAband.

The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes.

Aban in Queue

Derived from: Call_Type_SG_Interval.RouterCalls AbandQ.

The number of calls to the call type that were abandoned in the Router queue during the interval.

MaxCallWaitTime

Derived from: Router_Queue_Interval.MaxCallWaitTime

The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable.

MaxCallsQueued

Derived from: Router_Queue_Interval.MaxCallsQueued

The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued.

Report Summaries

The summary line displays the maximum for MaxCallsQueued and MaxCallWaitTime.

Available Fields in the Call Type Queue Interval All Fields Grid View

Available fields for this report include the fields that appear by default as Current.

Additional Available fields in this report are taken directly from the Call_Type_SG_Interval table.

Sample Call Type Queue Interval All Fields Report

The following illustration is a sample of the report generated from the Call Type Queue Interval All Fields Report template.

Figure 21. Call Type Queue Interval All Fields Report