190 CallType Configuration
Definition
CallType configuration and their PrimaryQueues as well as Bucket Intervals
This report shows the configuration of the CallTypes and the related Primary Queues and Bucket Intervals. The configuration itself can be done by using the Administration Reports, described within the System Administration Guide.
Main data sources: Call_Type, Call_Type_PrimaryQueue_Mapping and Bucket_Intervals
Screenshots
Field description
| Field name | Description |
|---|---|
| CallTypeID | ID of call type (corresponds to the ID of the Call Center Service) |
| CallTypeName | Name of call type (corresponds to the name of the Call Center Service) |
| CallTypeDescription | Description of call type (could be used in Dashboards as a sort order criteria or to display an abbreviation) |
| SLThreshold | Service Level threshold in seconds |
| PrimaryQueueID | ID of the mapped Primary Queues |
| PrimaryQueueName | Name of the mapped Primary Queues |
| BucketIntervalID | ID of the interval profile, which includes the intervals 1 to 9 (Bucket-Intervals) |
| BucketIntervalName | Name of the interval profile, which includes the intervals 1 to 9 (Bucket-Intervals) |
| Int1 | Upper threshold for interval 1 in seconds |
| Int2 | Upper threshold for interval 2 in seconds |
| Int3 | Upper threshold for interval 3 in seconds |
| Int4 | Upper threshold for interval 4 in seconds |
| Int5 | Upper threshold for interval 5 in seconds |
| Int6 | Upper threshold for interval 6 in seconds |
| Int7 | Upper threshold for interval 7 in seconds |
| Int8 | Upper threshold for interval 8 in seconds |
| Int9 | Upper threshold for interval 9 in seconds |