User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 3 Peripheral and Peripheral Service Report Templates
Unified CCE Peripheral Service Reports
Data:
Enterprise Name
The enterprise name of the peripheral service.
Derived from: Service.EnterpriseName
Date Time (no label)
The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month, day, year,
hour, minute, second) format.
Derived from: Service_Half_Hour.DateTime
Tasks Offered
The total number of calls associated with this service that arrived at the IVR in the half hour
interval.
Note that Tasks Offered is not the sum of Tasks Handled and Tasks Abandoned. A call
can be offered in one half hour and abandoned or answered in another half hour.
Derived from: Service_Half_Hour.CallsOfferedtoHalf
*Aban Short Tasks
The number of calls associated with this service that ended within the abandon wait time threshold
in the half hour interval.
Derived from: Service_Half_Hour.ShortCallsToHalf
Avg Aban Wait
The average amount of time spend on the calls included in the Tasks Aban column in the half hour
interval.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf/
Service_Half_Hour.CallsAbandQToHalf
Note When Unified ICM is connected with Unified CCE through an IPCC Gateway PG, this value is
incremented by any condition on the child that causes the call to terminate while in the queue.
Template type Historical table
Default sort order By Service.EnterpriseName, and Service_Half_Hour.SkillTargetID and
then by Service_Half_Hour.DateTime
Drilldowns available Yes
Schema database tables Service
Service_Half_Hour