Contents

• Call Type and Call Type Skill Group Reports
• Call Type Abandon/Answer Distribution Historical
• Current fields in the Call Type Abandon/Answer Distribution Historical Grid View
• Available fields in the Call Type Abandon/Answer Distribution Historical Grid View
• Sample Call Type Abandon/Answer Distribution Historical Report
• Call Type Historical All Fields
• Current fields for the Call Type Historical All Fields Grid View
• Available fields in the Call Type Historical All Fields Grid View
• Sample Call Type Historical All Fields Report
• Call Type Historical All Fields Calls Answered by Call Types Chart
• Call Type Real Time
• Current Fields in the Call Type Real Time Grid View
• Available Fields in the Call Type Real Time Grid View
• Sample Call Type Real Time Report
• Call Type Real Time Queue Now Pie Chart
• Call Type Queue Interval All Fields
• Current Fields in the Call Type Queue Interval All Fields Grid View
• Available fields in the Call Type Queue Interval All Fields Grid View
• Sample Call Type Queue Interval All Fields Report
• Call Type Abandon/Answer Distribution Historical
• Current fields in the Call Type Abandon/Answer Distribution Historical Grid View
• Available fields in the Call Type Abandon/Answer Distribution Historical Grid View
• Sample Call Type Abandon/Answer Distribution Historical Report
• Current fields in the Call Type Abandon/Answer Distribution Historical Grid View
• Available fields in the Call Type Abandon/Answer Distribution Historical Grid View
• Sample Call Type Abandon/Answer Distribution Historical Report
• Call Type Historical All Fields
• Current fields for the Call Type Historical All Fields Grid View
• Available fields in the Call Type Historical All Fields Grid View
• Sample Call Type Historical All Fields Report
• Call Type Historical All Fields Calls Answered by Call Types Chart
• Current fields for the Call Type Historical All Fields Grid View
• Available fields in the Call Type Historical All Fields Grid View
• Sample Call Type Historical All Fields Report
• Call Type Historical All Fields Calls Answered by Call Types Chart
• Call Type Real Time
• Current Fields in the Call Type Real Time Grid View
• Available Fields in the Call Type Real Time Grid View
• Sample Call Type Real Time Report
• Call Type Real Time Queue Now Pie Chart
• Current Fields in the Call Type Real Time Grid View
• Available Fields in the Call Type Real Time Grid View
• Sample Call Type Real Time Report
• Call Type Real Time Queue Now Pie Chart
• Call Type Queue Interval All Fields
• Current Fields in the Call Type Queue Interval All Fields Grid View
• Available fields in the Call Type Queue Interval All Fields Grid View
• Sample Call Type Queue Interval All Fields Report
• Current Fields in the Call Type Queue Interval All Fields Grid View
• Available fields in the Call Type Queue Interval All Fields Grid View
• Sample Call Type Queue Interval All Fields Report

Call Type and Call Type Skill Group Reports

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Call Type Abandon/Answer Distribution Historical

For each call type, reports generated from this template show the number of answered and abandoned calls for separate intervals for the report's time period, broken out into interval summaries.

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
• Available fields in the Call Type Abandon/Answer Distribution Historical Grid View
• Sample Call Type Abandon/Answer Distribution Historical Report

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. You can change them. For more information, see Current Fields and Available Fields.

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.CallsAnswered.
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. Note    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. Note    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 About Report Summaries.

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:

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

Reports generated from this template show the interval status of call types for the selected time period.

Note	For the Unified ICM, the presence of certain data depends on the use of Enterprise Queuing and on whether you implement Translation Routing.

Views: This report has a grid view and a pie chart 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
• Call_Type_Interval

• Current fields for the Call Type Historical All Fields Grid View
• Available fields in the Call Type Historical All Fields Grid View
• Sample Call Type Historical All Fields Report
• Call Type Historical All Fields Calls Answered by Call Types Chart

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. You can change them. For more information, see Current Fields and Available Fields.

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. For more information, see Service Levels. 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.CallsHandled / 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.
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. Note    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. Note    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.

The exception is BucketIntervalID, which is from the Bucket_Intervals table, as documented in the Database Schema Guide.

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 this template show the current status of call types.

Views: This report has a grid view and a gauge view.

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
• Available Fields in the Call Type Real Time Grid View
• Sample Call Type Real Time Report
• 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. You can change them. For more information, see Current Fields and Available Fields.

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 5-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, calculated by subtracting the time the task entered the queue 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_Interval.HandleTime. The number of tasks abandoned before the service level timer expired.
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.

Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5.

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

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.

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.

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:

• Attribute
• Precision_Queue
• Router_Queue_Interval
• Skill_Group_Interval

• Current Fields in the Call Type Queue Interval All Fields Grid View
• Available fields in the Call Type Queue Interval All Fields Grid View
• Sample 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. You can change them. For more information, see Current Fields and Available Fields.

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_Skill_Group_Interval.DateTime. The date and time for the data of a selected row
Attribute 1	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 2	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 3	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 4	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 5	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Handled	Derived from: Call_Type_Skill_Group_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_Skill_Group_Interval.Handle Time / Call_Type_Skill_Group_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_Skill_Group_Interval. CallsQHandled /Call_Type_Skill_Group_Interval.CallsHandled.
SL	Derived from: Call_Type_Skill_Group_Interval.ServiceLevel. Service Level Type used to calculate Service level for the interval. For more information, see Service Levels.
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_Skill_Group_Interval.AnswerWaitTime / Call_Type_Skill_Group_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_Skill_Group_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_Skill_Group_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

For each call type, reports generated from this template show the number of answered and abandoned calls for separate intervals for the report's time period, broken out into interval summaries.

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
• Available fields in the Call Type Abandon/Answer Distribution Historical Grid View
• Sample Call Type Abandon/Answer Distribution Historical Report
• Current fields in the Call Type Abandon/Answer Distribution Historical Grid View
• Available fields in the Call Type Abandon/Answer Distribution Historical Grid View
• Sample Call Type Abandon/Answer Distribution Historical Report

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. You can change them. For more information, see Current Fields and Available Fields.

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.CallsAnswered.
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. Note    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. Note    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 About Report Summaries.

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:

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. You can change them. For more information, see Current Fields and Available Fields.

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.CallsAnswered.
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. Note    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. Note    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 About Report Summaries.

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:

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

Reports generated from this template show the interval status of call types for the selected time period.

Note	For the Unified ICM, the presence of certain data depends on the use of Enterprise Queuing and on whether you implement Translation Routing.

Views: This report has a grid view and a pie chart 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
• Call_Type_Interval

• Current fields for the Call Type Historical All Fields Grid View
• Available fields in the Call Type Historical All Fields Grid View
• Sample Call Type Historical All Fields Report
• Call Type Historical All Fields Calls Answered by Call Types Chart
• Current fields for the Call Type Historical All Fields Grid View
• Available fields in the Call Type Historical All Fields Grid View
• Sample Call Type Historical All Fields Report
• Call Type Historical All Fields Calls Answered by Call Types Chart

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. You can change them. For more information, see Current Fields and Available Fields.

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. For more information, see Service Levels. 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.CallsHandled / 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.
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. Note    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. Note    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.

The exception is BucketIntervalID, which is from the Bucket_Intervals table, as documented in the Database Schema Guide.

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. You can change them. For more information, see Current Fields and Available Fields.

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. For more information, see Service Levels. 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.CallsHandled / 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.
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. Note    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. Note    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.

The exception is BucketIntervalID, which is from the Bucket_Intervals table, as documented in the Database Schema Guide.

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 this template show the current status of call types.

Views: This report has a grid view and a gauge view.

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
• Available Fields in the Call Type Real Time Grid View
• Sample Call Type Real Time Report
• Call Type Real Time Queue Now Pie Chart
• Current Fields in the Call Type Real Time Grid View
• Available Fields in the Call Type Real Time Grid View
• Sample Call Type Real Time Report
• 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. You can change them. For more information, see Current Fields and Available Fields.

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 5-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, calculated by subtracting the time the task entered the queue 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_Interval.HandleTime. The number of tasks abandoned before the service level timer expired.
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.

Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5.

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

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.

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. You can change them. For more information, see Current Fields and Available Fields.

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 5-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, calculated by subtracting the time the task entered the queue 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_Interval.HandleTime. The number of tasks abandoned before the service level timer expired.
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.

Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5.

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

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.

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.

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:

• Attribute
• Precision_Queue
• Router_Queue_Interval
• Skill_Group_Interval

• Current Fields in the Call Type Queue Interval All Fields Grid View
• Available fields in the Call Type Queue Interval All Fields Grid View
• Sample Call Type Queue Interval All Fields Report
• Current Fields in the Call Type Queue Interval All Fields Grid View
• Available fields in the Call Type Queue Interval All Fields Grid View
• Sample 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. You can change them. For more information, see Current Fields and Available Fields.

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_Skill_Group_Interval.DateTime. The date and time for the data of a selected row
Attribute 1	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 2	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 3	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 4	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 5	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Handled	Derived from: Call_Type_Skill_Group_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_Skill_Group_Interval.Handle Time / Call_Type_Skill_Group_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_Skill_Group_Interval. CallsQHandled /Call_Type_Skill_Group_Interval.CallsHandled.
SL	Derived from: Call_Type_Skill_Group_Interval.ServiceLevel. Service Level Type used to calculate Service level for the interval. For more information, see Service Levels.
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_Skill_Group_Interval.AnswerWaitTime / Call_Type_Skill_Group_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_Skill_Group_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_Skill_Group_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. You can change them. For more information, see Current Fields and Available Fields.

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_Skill_Group_Interval.DateTime. The date and time for the data of a selected row
Attribute 1	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 2	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 3	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 4	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 5	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Handled	Derived from: Call_Type_Skill_Group_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_Skill_Group_Interval.Handle Time / Call_Type_Skill_Group_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_Skill_Group_Interval. CallsQHandled /Call_Type_Skill_Group_Interval.CallsHandled.
SL	Derived from: Call_Type_Skill_Group_Interval.ServiceLevel. Service Level Type used to calculate Service level for the interval. For more information, see Service Levels.
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_Skill_Group_Interval.AnswerWaitTime / Call_Type_Skill_Group_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_Skill_Group_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_Skill_Group_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