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)
Tasks Routed 30
The running (accumulative) total of tasks routed to this service by ICM software for the
current half-hour interval.
Derived from: Service_Real_Time.CallsRoutedHalf
Tasks Routed Today
The running (accumulative) total of tasks routed to this service by ICM software since
midnight.
Derived from: Service_Real_Time.CallsRoutedToday
*Tasks Q Now
The tasks in queue associated with the service now at the peripheral.
Derived from: Service_Real_Time.CallsQNow
*Tasks Q Now Time
The total time of all tasks associated with the service currently in queue.
Derived from: Service_Real_Time.CallsQNowTime
*Peripheral Service Level Tasks30
The number of tasks associated with the service handled within the peripheral service
level during the current half-hour interval.
The service level is the percentage of incoming tasks that are answered within a
specified threshold. Several slightly different calculations can be used for the service
level (specifically, abandoned tasks can be treated in several ways). The ICM software
keeps track of two different service levels: the peripheral service level is the
proprietary service level as calculated by the peripheral; the ICM service level is the
service level as calculated by the ICM software.
Derived from: Service_Real_Time.PeriphServiceLevelCallsHalf
*Peripheral Service Level Tasks Today
The number of tasks associated with service handled within the peripheral service level
since midnight.
Derived from: Service_Real_Time.PeriphServiceLevelCallsToday
*Peripheral Service Level 30
The service level for the service calculated by the peripheral during the current
half-hour interval.
Derived from: Service_Real_Time.PeriphServiceLevelHalf
*Peripheral Service Level Offer 30
The number of tasks offered to the service used to calculate the peripheral service level
for the current half-hour interval.
Derived from: Service_Real_Time.PeriphServiceLevelOfferHalf
*Peripheral Service Level Offer Today
The number of tasks offered to the service used to calculate the peripheral service level
since midnight.
Derived from: Service_Real_Time.PeriphServiceLevelOfferToday