Consider the call types that meet your reporting
needs and configure a separate call type for each type of call treatment that
you want to offer.
Based on the deployment model, scripting, queuing, and on whether calls are translation-routed, you can define call types to:
Provide enterprise-wide routing statistics for the call center. For example, the number of calls to route to different peripherals or the number
of calls that encounter routing errors.
Group calls to report on certain types of activity that occur
within the contact center. For example, you might create separate call types
for calls that redirect on no answer or calls that are transferred to
Report on statistics for a self-service VRU application.
Do you want to configure a separate call type associated with call
transfers and conferences?
Doing so enables you to direct the transfer to a different routing
Do you plan to report on individual transactions within Network VRU
Self-Service or Information Gathering applications?
If so, you might configure a separate call type for each transaction.
Do you want to separate Information Gathering VRU metrics from
If so, you might configure a separate call type for queuing.
Do you plan to use Outbound Option?
If so, create a separate call type for Outbound Option calls.
Outbound Option uses a routing script in addition to a physical call to reserve
agents. The call type real-time and half-hour reports contain data that
pertains only to reservation calls and do not include reporting information for
any outbound calls.
Do you want to configure a separate call type associated with
If you configure a separate call type associated with RONA, you can direct calls that Ring No Answer to a routing
script designed for this situation. You can report on this Redirection on No
Answer call type to see how calls that redirect on no answer are eventually
You can also handle this situation with requery.
Do you want to configure a separate call type associated with the
Supervisor and Emergency Assist script for each agent team?
This enables you to direct the assistance request to the Supervisor
and Emergency Assist routing script which can assign the request to the primary
or secondary supervisor for that agent's team. You can use call type reports to
view data for supervisor assistance calls.
Do you want to determine the service level for call types?
Service level indicates how well you meet your goal for
You can configure the service level setting individually for each call
type or set a global Service Level for all call types.
Do you want to configure abandoned short calls to filter out calls
that abandon quickly?
If you want to use abandoned short calls, configure the call type
Abandon Wait Time. Calls that abandon within the
Abandon Wait Time are reported as short calls.
If you do not want to use abandoned short calls, leave the Abandon
Wait Time field blank.
Do you want to define "bucket intervals" for reporting on answered and abandoned calls for the call type (Unified CCE)?
"bucket intervals" appear in call type reports that display the
number of calls answered and abandoned for each interval. Bucket intervals are useful for
monitoring when calls are abandoning or being answered.