User Guide

IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Data:
Enterprise Name
The enterprise name of the peripheral service.
Derived from: Service.EnterpriseName
*Avg Delay Q Aban5
The average delay time of tasks associated with the service that were abandoned in the
service queue during the current five-minute interval. This value is calculated as
follows:DelayQAbandTimeTo5 / CallsAbandQTo5.
Derived from: Service_Real_Time.AvgDelayQAbandTo5
*Avg Delay Q Now
The average delay for tasks associated with the service that are currently in the queue
for the service.
Derived from: Service_Real_Time.AvgDelayQNow
Talking
The number of agents associated with the service currently in the Talking or Active
state. The Active state is a state in which an agent is working on an incoming task. For
calls, this also includes the Talking In, Talking Out, and Talking Other states.
Derived from: Service_Real_Time.AgentsTalking
*Expected Delay
Predicted delay for any new task added associated with the service queue. This is valid
only if no agents are available.
Derived from: Service_Real_Time.ExpectedDelay
Longest Avail Agent
The time that the longest available agent associated with the service became available.
Derived from: Service_Real_Time.LongestAvailAgent
Purpose To show all the available peripheral-service real-time data in the
Service_Real_Time database table so that you can select which
data you want for a customized peripheral-service real-time report.
Note: This report is designed to be saved and exported or copied to
another format. For example, you can export the report to an Excel
spreadsheet and modify the report to suit your needs. If that is not
acceptable, you can also use a third-party tool to customize your
report.
Applicable
environment
IPCC and/or standard ACD
Template type Real-time table
Default sort order By Service.EnterpriseName and then by Service.DateTime
Drilldowns available Yes
Schema database
tables
Service
Service_Real_Time