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)
*Terminated Other30
The number of tasks associated with the service but not otherwise accounted for during
the current half-hour 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.CallsTerminatedOtherHalf
Handle Time30
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with
the service that ended during the current half-hour interval.
Derived from: Service_Real_Time.HandleTimeHalf
Service Level Half Aban
The number of tasks associated with the service abandoned within the service level
threshold during the current half-hour interval. For more on service levels, see
About_Service_Levels.
Derived from: Service_Real_Time.ServiceLevelAbandHalf
Service Level Half Tasks
The number of tasks associated with the service answered within the service level
threshold during the current half-hour interval. For more on service levels, see
About_Service_Levels.
Derived from: Service_Real_Time.ServiceLevelCallsHalf
Service Level Half Offered
The number of tasks associated with the service for which a service level event
occurred during the current half-hour interval. For more on service levels, see
About_Service_Levels.
Derived from: Service_Real_Time.ServiceLevelCallsOfferedHalf
Service Level Half 30
The number of tasks associated with the service answered within the service level
threshold during the current half-hour interval. For more on service levels, see
About_Service_Levels.
Derived from: Service_Real_Time.ServiceLevelHalf
Talk Time30
The total talk time in HH:MM:SS (hours, minutes, seconds) for tasks associated with
the service ending during the current half-hour interval.
Derived from: Service_Real_Time.TalkTimeHalf
*Transfer In Tasks 30
The number of tasks transferred into the service during the current half-hour interval.
The value is updated in the database when the call is completed.
Derived from: Service_Real_Time.TransferInCallsHalf