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
Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active or the Paused state for tasks associated with the service that ended during the
interval.
Derived from: Service_Half_Hour.TalkTimeToHalf
AHT
The average handle time in HH:MM:SS (hours, minutes, seconds) of tasks associated
with the service ending during the half-hour interval: HandleTimeToHalf /
CallsHandledToHalf.
Derived from: Service_Half_Hour.AvgHandleTimeToHalf
Handle Time
The total handle time in HH:MM:SS (hours, minutes, seconds) of all tasks associated
with the service ending during the half-hour interval.
Derived from: Service_Half_Hour.HandleTimeToHalf
*Short Tasks
The total number of tasks associated with 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. This field is dependent
on the AbandondedCallWaitTime threshold.
Derived from: Service_Half_Hour.ShortCallsToHalf
Ans
The total number of tasks associated with the service that were answered by agents
during the half-hour interval.
Derived from: Service_Half_Hour.CallsAnsweredToHalf
*Longest Task Aban Time
The longest time a task associated with the service was in queue before being
abandoned during the half-hour interval. Measured in HH:MM:SS (hours, minutes,
seconds).
Derived from: Service_Half_Hour.LongestCallAbandTime
*Longest Task Delay Q Time
The longest time a task associated with the service was in queue before being
answered during the half-hour interval. Measured in HH:MM:SS (hours, minutes,
seconds).
Derived from: Service_Half_Hour.LongestCallDelayQTime
*Short Tasks Time
The time accumulated by tasks associated with the service that were too short to be
counted as abandoned during the half-hour interval. Measured in HH:MM:SS (hours,
minutes, seconds).
Derived from: Service_Half_Hour.ShortCallsTimeToHalf