Call type is the highest level reporting entity. Call type reports provide the most insight into call treatment and a caller's overall experience with the system.
A call type is a category of incoming call, and is used to select a routing script for a call. Administrators can create call types that correlate to the type of service the caller wants, and can change the call type during a routing script to direct the call to a new routing script or to gather report metrics for different legs or transactions. For example, your system may have call types configured for the following situations:
Key call type metrics include the following:
The way call errors increment the database depends on the following conditions:
The Calls Error field in call type reports is a calculated field that combines both error columns. For example, the Calls Error field in the Call Type Historical All Fields report is derived from Call_Type_Interval.IncompleteCalls + Call_Type_Interval.AgentErrorCount.
The CVP Ring No Answer feature ensures that when an agent does not answer a call after a specified number of seconds, the call is taken away from the agent and re-assigned to another agent or requeued. The original agent is made Not Ready.
You can configure the routing script to handle CVP Ring No Answer situations in two ways: the script can change the call type when the calls is requeried, or the script can continue to use the same call type. The manner in which you script for CVP Ring No Answer affects the report data that you see, as follows:
![]() Note |
Because the Unified CVP application performs a requery to redirect the call to a different agent or skill group instead of branching to another script, the CallsRONA field is not incremented for the call type. |