User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report
*Trans Out
The number of tasks transferred out of the service during the half-hour interval. The
value is updated in the database when the transfer of the call is completed.
Derived from: Service_Half_Hour.TransferOutCallsToHalf
Routed
The number of tasks associated with the service that were routed during the half-hour
interval.
Derived from: Service_Half_Hour.CallsRoutedToHalf
*Aban Queue
The number of tasks associated with the service that were abandoned in queue during
the half-hour interval.
Derived from: Service_Half_Hour.CallsAbandQToHalf
*Periph Service Level
The peripheral service level during the half-hour interval.
Derived from: Service_Half_Hour.PeriphServiceLevelToHalf
*Periph Service Level Tasks
The number of tasks assigned to the service that were answered within the service
level, as counted by the peripheral, during the half-hour interval.
Derived from: Service_Half_Hour.PeriphServiceLevelCallsToHalf
Service Level
The ICM software service level for the service during the half-hour interval.
There are three different ways for calculating service level based on the Effect of
Abandoned tasks on the service level configuration parameter:
– Ignore abandoned tasks: service level =
ServiceLevelCalls/(ServiceLevelCallsOffered – ServiceLevelAband)
– Negative impact of abandoned tasks: service level = ServiceLevelCalls/
(ServiceLevelCallsOffered )
– Positive impact of abandoned tasks: service level = (ServiceLevelCalls +
ServiceLevelAband) /ServiceLevelCallsOffered
In the preceding calculations, ServiceLevelCallsOffered are all the tasks answered
within the threshold. For example: all tasks answered within 5 minutes.
Derived from: Service_Half_Hour.ServiceLevelToHalf
Service Level Tasks
The number of tasks associated with the service that were answered within the ICM
service level threshold during the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelCallsToHalf
Service Level Aban
The number of tasks associated with the service that abandoned within the service
level threshold during the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelAbandToHalf