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)
In Progress
The number of current inbound and outbound tasks that had previously been offered to
the service (for example, tasks being played an announcement, queued tasks, or
connected tasks) and are now being handled by the service.
Derived from: Service_Real_Time.CallsInProgress
Tasks Out Now
The number of outbound tasks associated with the service that are currently in
progress.
Derived from: Service_Real_Time.CallsOutNow
Tasks Out5
The number of outbound tasks associated with the service during the current
five-minute interval.
Derived from: Service_Real_Time.CallsOutTo5
*Terminated Other5
The number of tasks associated with the service but not otherwise accounted for during
the current five-minute interval. These are tasks that do not fit into the criteria for
handled, abandoned, or transferred tasks. They were terminated for other reasons,
which may include drop/no answer, forced busy, or timed out.
Derived from: Service_Real_Time.CallsTerminatedOtherTo5
*Delay Q Aban5
The total delay time of all tasks associated with the service abandoned in queue during
the current five-minute interval.
Derived from: Service_Real_Time.DelayQAbandTimeTo5
Handle Time5
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with
the service ending during the five-minute interval.
Derived from: Service_Real_Time.HandleTimeTo5
Service Level 5 Aban
The number of tasks associated with the service that were abandoned within the
service level threshold during the current five-minute interval.
Derived from: Service_Real_Time.ServiceLevelAbandTo5
Service Level 5 Offered
The number of tasks associated with the service for which a service level event
occurred during the current five-minute interval.
A service level event occurs when the service level time expires while the task is
awaiting answer or the task is either answered or abandoned before the service level
time expires. When performing service level calculations for a time period, the ICM
software considers only tasks that had a service level event during that period. This
ensures that each task is counted only once and during the appropriate time period.
For more on service levels, see About_Service_Levels.
Derived from: Service_Real_Time.ServiceLevelCallsOfferedTo5