User Guide

IPCC Peripheral Service Report Templates persvc21: Peripheral Service IVR Queue Daily Report

Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

Tasks Aban

Tasks that disconnected while listening to the IVR, but before they were routed.

Derived from: Service_Half_Hour.CallsAbandQToHalf

Total Aban Wait Time

The total wait time for all abandoned tasks, measured in HH:MM:SS format (hours,

minutes, seconds). Starts when the task first enters this service.

Derived from: Service_Half_Hour.DelayQAbandTimeToHalf

SL Aban Ignored

The ICM service level for the service in which abandoned calls are not included in the

service level during the selected interval. Abandoned calls are ignored. The calculation

removes tasks abandoned after the service-level threshold for the half-hour interval.

This service level calculation is the number of calls answered within the service level

threshold divided by the number of calls that had a service level event minus the

number of calls that were abandoned before exceeding the service level threshold.

Calls abandoned before the service level threshold expired are removed from this

calculation. See About_Service_Levels for more on service levels.

Derived from: Service_Half_Hour.ServiceLevelCallsHalf / (Service_Half_Hour.Ser-

viceLevelCallsOfferedHalf -Service_Half_Hour.ServiceLevelAbandHalf )

SL Aban Positive

The ICM service level for the service in which abandoned calls positively impact service

level (raise it) during the selected interval. This calculation treats abandoned tasks as

though they were connected within the service-level threshold for the half-hour

interval.

This service level calculation is the number of calls answered within the service level

threshold plus the number of calls abandoned within the threshold, all divided by the

number of calls that had a service level event. This treats abandoned calls as though

they were answered within the service level threshold. See About_Service_Levels for