User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Peripheral Service Report Templates persvc24: Peripheral Service Agent Half Hour Report
Data:
Enterprise Name
The enterprise name of the peripheral service
Derived from: Service.EnterpriseName
DateTime (no label)
The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month,
day, year, hour, minute, second) format.
Derived from: Service_Half_Hour.DateTime
Service Level
The ICM service level for the service for the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelToHalf
Tasks
Offered
The total number of tasks that were sent to this service. Tasks Offered = Tasks Handled
+ Tasks Abandoned + Abandon Short Tasks.
Derived from: Service_Half_Hour.CallsOfferedToHalf
Tasks
Handled
The total tasks handled for the service during the half-hour interval.
Derived from: Service_Half_Hour.CallsHandledToHalf
Tasks
Aban
The total number of tasks for the service abandoned while ringing on the IVR port.
Derived from: Service_Half_Hour.CallsAbandQToHalf
*Aban Short Tasks
The total number of tasks to the service during the half-hour interval that were too
short to be considered abandoned. A task is determined to be a short task if it is
abandoned before the Abandoned Call Wait Time expired. Short tasks are not
considered abandoned and they are not accounted for in any of the ICM abandoned
tasks calculations.
Derived from: Service_Half_Hour.ShortCallsToHalf
AHT
The average handled task time in HH:MM:SS (hours, minutes, seconds) for tasks
counted as handled by the service during the half-hour interval.
HandleTime is tracked only for inbound ACD tasks that are counted as handled for the
service. HandleTime is the time spent from the task being answered by the agent to the
time the agent completed after-task work time for the task. This includes any TalkTime,
HoldTime, and WorkTime associated with the task. The AvgHandleTime value is
updated in the database when the after-task work time associated with the task is
completed.
Derived from: Service_Half_Hour.AvgHandleTimeToHalf