User Guide

IPCC Peripheral Service Report Templates persvc25: Peripheral Service Agent Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*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
Total Aban Wait Time
The time in HH:MM:SS (hours, minutes, seconds) for tasks to the service that were
abandoned in queue waited during the interval. These are tasks that existed in the
queue but were abandoned before being handled by an agent or trunk device.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf
*Avg Aban Wait
The average delay time of tasks to the service abandoned in queue during the
half-hour interval.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf /
Service_Half_Hour.CallsAbandQToHalf
Service Summary
A summary of service activity for each service for the interval.
Report Summary
A summary of service activity for all services for the interval.