User Guide

IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report
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Forced Closed
The number of tasks associated with the service that were determined to be closed
following an interruption in data during the half-hour interval.
Derived from: Service_Half_Hour.ForcedClosedCallsToHalf
Overflow In
The number of tasks the peripheral overflowed into this service during the half-hour
interval.
Derived from: Service_Half_Hour.OverflowInToHalf
Overflow Out
The number of tasks the peripheral overflowed out of this service during the half-hour
interval.
Derived from: Service_Half_Hour.OverflowOutToHalf
*Auto Out Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) tasks
associated with the service during the half-hour interval. The value is updated in the
database when the after-task work time associated with the task (if any) has
completed.
Derived From: Service_Half_Hour.AutoOutCallsToHalf
*Auto Out Time
(Outbound Option only) The total handle time for completed AutoOut (predictive) tasks
associated with the service during the half-hour interval. Measured in HH:MM:SS
(hours, minutes, seconds).
Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value
includes the time spent from the task being initiated to the time the agent completes
after-task work time for the task. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
Derived From: Service_Half_Hour.AutoOutCallsTimeToHalf
*Auto Out Talk Time
(Outbound Option only) The total talk time for completed AutoOut (predictive) tasks
associated with the service during the half-hour interval. Measured in HH:MM:SS
(hours, minutes, seconds).
This value includes the time spent from the task being initiated to the time the agent
begins after-task work for the task. It is based on TalkTime. It therefore includes the
HoldTime associated with the task. AutoOutCallsTalkTime is updated in the database
when the after-task work time associated with the task (if any) has completed.
Derived From: Service_Half_Hour.AutoOutCallsTalkTimeToHalf
*Auto Out On Hold
(Outbound Option only) The total number of completed AutoOut (predictive) tasks
associated with the service that were placed on hold at least once during this interval.
The value is updated in the database when the after-task work time associated with the
task (if any) has completed.
Derived From: Service_Half_Hour.AutoOutCallsOnHoldToHalf