User Guide

IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report
4- 39
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Preview Tasks Talk Time Today
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed outbound Preview tasks associated with this service since midnight.
This value includes the time spent from the task being initiated to the time the agent
begins after-task work for the task. PreviewCallsTalkTime is updated in the database
when the after-task work time associated with the task (if any) has completed.
Derived from: Service_Real_Time.PreviewCallsTalkTimeToday
*Preview Tasks Talk Time 30
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed outbound Preview tasks associated with the service during the half-hour
interval.
This value includes the time spent from the task being initiated to the time the agent
begins after-task work for the task. PreviewCallsTalkTime is updated in the database
when the after-task work time associated with the task (if any) has completed.
Derived from: Service_Real_Time.PreviewCallsTalkTimeHalf
*Preview Tasks Hold Time 5
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that
outbound Preview tasks associated with the service were placed on hold during the
current five-minute interval.
This value is updated in the database when the after-task work associated with the
task (if any) has completed.
Derived from: Service_Real_Time.PreviewCallsOnHoldTimeTo5
*Preview Tasks Hold Time Today
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that
outbound Preview tasks associated with the service were placed on hold since
midnight.
This value is updated in the database when the after-task work associated with the
task (if any) has completed.
Derived from: Service_Real_Time.PreviewCallsOnHoldTimeToday
*Preview Tasks Hold Time 30
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that
outbound Preview tasks associated with the service were placed on hold during the
half-hour interval.
This value is updated in the database when the after-task work associated with the
task (if any) has completed.
Derived from: Service_Real_Time.PreviewCallsOnHoldTimeHalf
*Reserve Tasks Now
(Outbound Option only) The current number of agents talking on agent reservation
tasks for the service.
Derived from: Service_Real_Time.ReserveCallsNow