User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Peripheral Service Report Templates persvc25: Peripheral Service Agent Daily Report
Data:
Enterprise Name
The enterprise name of the peripheral service
Derived from: Service.EnterpriseName
Date (no label)
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Service_Half_Hour.DateTime
SL Aban Ignored
The ICM service level where abandoned tasks are ignored. The calculation removes
tasks abandoned after the service-level threshold for the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelCallsToHalf /
(Service_Half_Hour.ServiceLevelCallsOfferedToHalf -Service_Half_Hour.Service-
LevelAbandToHalf )
SL Aban Positive
The ICM service level where abandoned tasks positively impact the service level. This
calculation treats abandoned tasks as though they were connected within the
service-level threshold for the half-hour interval.
Derived from: (Service_Half_Hour.ServiceLevelCallsToHalf +
Service_Half_Hour.ServiceLevelAbandToHalf) / Service_Half_Hour.ServiceLevel-
CallsOfferedToHalf
SL Aban Negative
The ICM service level where abandoned tasks negatively impact the service level. This
calculation treats abandoned tasks as though they had exceeded the service-level
threshold for the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelCallsToHalf /
Service_Half_Hour.ServiceLevelCallsOfferedToHalf
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.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