User Guide

4- 32
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
Answer Wait Time30
The total of answer wait time in HH:MM:SS (hours, minutes, seconds) for all incoming
tasks associated with the service during the current half-hour interval.
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 (all taken from Termination_Call_Detail).
Derived from: Service_Real_Time.AnswerWaitTimeHalf
Handled30
The number of tasks associated with the service that were handled and that ended
during the current half-hour interval.
A task is counted as handled when the task is finished. For example, the
CallsHandledTo5 field in the Service_Five_Minute table counts the number of tasks that
finished during the five-minute interval. The tasks might have been answered before
the interval began.
By contrast, a task is counted as answered as soon as it reaches an agent. Therefore,
the number of handled tasks and answered tasks during an interval is not necessarily
the same, but eventually each task is counted in both categories.
Derived from: Service_Real_Time.CallsHandledHalf
Ans30
The number of tasks associated with the service that were answered by agents during
the current half-hour interval.
Derived from: Service_Real_Time.CallsAnsweredHalf
Incoming30
The number of incoming tasks associated with the service during the current half-hour
interval. Incoming tasks include only Inbound ACD tasks arriving on trunks (that is,
tasks that are not internally generated).
Derived from: Service_Real_Time.CallsIncomingHalf
Offered30
The number of incoming tasks plus internal tasks offered to this service during the
current half-hour interval.
Offered tasks are the total number of incoming tasks and internal tasks sent to a
specific route, service, or skill group. In real-time data, a task is counted as offered as
soon as it is sent to a route or service. However, if the caller hangs up before the
abandoned task wait time has elapsed, that task is not counted as offered in the
historical (5-minute and 30-minute) data. This ensures that the number of tasks
offered is the same as the number answered plus the number abandoned.
Derived from: Service_Real_Time.CallsOfferedHalf
*Out30
The number of outbound tasks associated with the service during the current half-hour
interval.
Derived from: Service_Real_Time.CallsOutHalf