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
*Peripheral Service Level 5
The service level for the service calculated by the peripheral during the current
five-minute interval.
Derived from: Service_Real_Time.PeriphServiceLevelTo5
*Peripheral Service Level Today
The service level for the service calculated by the peripheral since midnight.
Derived from: Service_Real_Time.PeriphServiceLevelToday
*Longest Task Q
The time that the longest task in the queue for the service was put in that queue.
Derived from: Service_Real_Time.LongestCallQ
Answer Wait Time5
The answer wait time in HH:MM:SS (hours, minutes, seconds) for all incoming tasks
associated with the service during the current five-minute interval.
Derived from: Service_Real_Time.AnswerWaitTimeTo5
Handled5
The number of tasks associated with the service that were handled during the current
five-minute interval.
Derived from: Service_Real_Time.CallsHandledTo5
*Tasks Left Q 5
The number of tasks associated with the service that were removed from the queue
during the current five-minute interval (used to calculate expected delay).
Derived from: Service_Real_Time.CallsLeftQTo5
Offered5
The number of tasks offered to the service during the current five-minute interval.
Derived from: Service_Real_Time.CallsOfferedTo5
Ans5
The number of tasks associated with the service that were answered by agents during
the current five-minute interval.
Derived from: Service_Real_Time.CallsAnsweredTo5
Incoming5
The number of incoming tasks associated with the service during the current
five-minute interval. Incoming tasks include only Inbound ACD tasks arriving on trunks
(that is, tasks that are not internally generated).
Derived from: Service_Real_Time.CallsIncomingTo5
Tasks In Now
The number of incoming tasks associated with the service currently in progress.
Derived from: Service_Real_Time.CallsInNow