User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report
AHT5
The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated
with the service during the current five-minute interval. The value is calculated as
follows:
HandleTimeTo5 / CallsHandledTo5.
HandleTime is tracked only for inbound ACD tasks that are counted as handled for the
service. HandleTime is the time spent from the task being answered by the agent to the
time the agent completed after-task work time for the task. This includes any TalkTime,
HoldTime, and WorkTime associated with the task (all from Termination_Call_Detail).
The AvgHandleTime value is updated in the database when the after-task work time
associated with the task has completed.
Derived from: Service_Real_Time.AvgHandleTimeTo5
ATT5
The average talk time in HH:MM:SS (hours, minutes, seconds) for tasks associated
with the service that ended during the current five-minute interval. The value is
calculated as follows: TalkTimeTo5 / CallsHandledTo5
Talk time includes the time that tasks were in a talking or hold state. It is populated
with the TalkTime and HoldTime associated with task associated with the service or
route. The field is updated in the database when all after-task work associated with the
tasks is completed.
Derived from: Service_Real_Time.AvgTalkTimeTo5
ASA5
The average answer wait time for tasks associated with the service during the current
five-minute interval: AnswerWaitTimeTo5 / CallsOfferedTo5.
Answer wait time is the elapsed time from when the task is offered at the peripheral to
when it is answered. This includes all DelayTime, LocalQTime, and RingTime associated
with the task.
Derived from: Service_Real_Time.AvgSpeedAnswerTo5
*Tasks Aban Q 5
The number of tasks associated with the service that abandoned while in queue or
ringing during the current five-minute interval.
An abandoned task is one in which the caller hung up before being connected with an
agent. If the caller hangs up almost immediately, you might not want to count that as
an abandoned task. When configuring each peripheral, you can specify the minimum
length of an abandoned task.
Derived from: Service_Real_Time.CallsAbandQTo5
*Tasks Aban Q Today
The number of tasks associated with the service that abandoned while in queue or
ringing during since midnight.
Derived from: Service_Real_Time.CallsAbandQToday
*Tasks Aban Q 30
The number of tasks associated with the service that abandoned while in queue or
ringing during the half-hour interval.
Derived from: Service_Real_Time.CallsAbandQHalf