User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Call Type Report Templates caltyp23: Call Type Historical All Fields Report
VRU Assisted
The count of VRU handled calls that were then marked as routed to agents in the
half-hour interval.
Derived from: Call_Type_Half_Hour.VruAssistedCallsToHalf
VRU OptOut Unhandled
The count of VRU unhandled calls that were marked as routed to agents by caller
request in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruOptOutUnhandledCallsToHalf
VRU Scripted Trans
The count of VRU calls that were marked as routed to agents as a result of normal
script procedure in the half-hour period.
Derived from: Call_Type_Half_Hour.VruScriptedXferredCallsToHalf
VRU Forced Trans
The count of VRU calls that were marked as routed to agents as a result of caller
difficulties in the half-hour period.
Derived from: Call_Type_Half_Hour.VruForcedXferredCallsToHalf
VRU Other
The count of VRU calls that were marked with a VRUProgress value other than those
listed in the preceding half-hour period.
Derived from: Call_Type_Half_Hour.VruOtherCallsToHalf
SL Type
The default value that indicates how ICM software calculates the service level (that is,
how it handles abandoned calls in calculating the service level). You can override this
default for individual services.
Derived from: Call_Type_Half_Hour.ServiceLevelType
Bucket Interval ID
The ID of the Bucket Intervals from the Bucket_Interval Table used to generate the
following fields in this record.
Derived from: Call_Type_Half_Hour.BucketIntervalID
Ans Interval 1
The number of calls that were answered within interval 1.
Derived from: Call_Type_Half_Hour.AnsInterval1
Ans Interval 2
The number of calls that were answered within interval 2.
Derived from: Call_Type_Half_Hour.AnsInterval2
Ans Interval 3
The number of calls that were answered within interval 3.
Derived from: Call_Type_Half_Hour.AnsInterval3