User Guide

IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Service Level Offered
The number of tasks associated with the service that had service level events during
the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelCallsOfferedToHalf
*Avg Delay Q
The average delay in queue for tasks associated with the service during the half-hour
interval: DelayQTimeToHalf / CallsQToHalf.
Derived from: Service_Half_Hour.AvgDelayQToHalf
*Delay Q Time
The total delay time in HH:MM:SS (hours, minutes, seconds) of all the tasks associated
with the service in the queue during the half-hour interval.
Derived from: Service_Half_Hour.DelayQTimeToHalf
*Tasks Q
The total number of tasks associated with the service that were queued during the
half-hour interval.
Derived from: Service_Half_Hour.CallsQToHalf
*Avg Delay Q Aban
Average delay time in HH:MM:SS (hours, minutes, seconds) of tasks associated with
the service that were abandoned in queue during the half-hour interval:
DelayQAbandTimeToHalf / CallsAbandQToHalf.
Derived from: Service_Half_Hour.AvgDelayQAbandToHalf
*Delay Q Aban Time
The time in HH:MM:SS (hours, minutes, seconds) that tasks associated with the
service spent in queue before they abandoned the queue during the interval. These are
tasks that were queued but were abandoned before being handled by an agent or trunk
device.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf
ASA
The average answer wait time in HH:MM:SS (hours, minutes, seconds) for all tasks
answered for the service during the half-hour interval: AnswerWaitTimeToHalf /
CallsAnsweredToHalf.
Derived from: Service_Half_Hour.AvgSpeedAnswerToHalf
Answer Wait Time
The average speed of answer for tasks associated with the service during the half-hour
interval.
Derived from: Service_Half_Hour.AnswerWaitTimeToHalf
ATT
The average task time in HH:MM:SS (hours, minutes, seconds) for tasks associated
with the service ending during the half-hour interval. Database calculation:
TalkTimeToHalf / CallsHandledToHalf.
Derived from: Service_Half_Hour.AvgTalkTimeToHalf