User Guide

4- 30
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
Service Level 5 Tasks
The number of tasks associated with the service that were answered within the ICM
service level during the current five-minute interval. For more on service levels, see
About_Service_Levels.
Derived from: Service_Real_Time.ServiceLevelCallsTo5
Service Level 5 5
The ICM service level for the service during the current five-minute interval. For more
on service levels, see About_Service_Levels.
Derived from: Service_Real_Time.ServiceLevelTo5
Talk Time5
The total talk time in HH:MM:SS (hours, minutes, seconds) for tasks associated with
the service ending during the current five-minute interval.
Derived from: Service_Real_Time.TalkTimeTo5
Service Level Tasks Q Held
The number of tasks associated with the service currently queued for longer than the
service level threshold.
Derived from: Service_Real_Time.ServiceLevelCallsQHeld
Answer Wait Time Today
The total answer wait time in HH:MM:SS (hours, minutes, seconds) for all incoming
tasks associated with the service since midnight.
Derived from: Service_Real_Time.AnswerWaitTimeToday
Handled Today
The running (accumulative) total of tasks associated with the service that were handled
since midnight.
Derived from: Service_Real_Time.CallsHandledToday
Ans Today
The number of tasks associated with the service that were answered by agents since
midnight.
Derived from: Service_Real_Time.CallsAnsweredToday
Offered Today
The number of incoming tasks offered to the service since midnight.
Derived from: Service_Real_Time.CallsOfferedToday
Incoming Today
The number of incoming tasks associated with the service since midnight. Incoming
tasks include only Inbound ACD tasks arriving on trunks (that is, tasks that are not
internally generated).
Derived from: Service_Real_Time.CallsIncomingToday