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
Tasks Aban
The number of calls associated with this service that completed in the half hour interval that were
either fully self-service, or were abandoned before self-service completed, or were sent to an agent
(regardless of whether self-service was performed first) and abandoned before the agent answered.
Derived from: 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.
Total Aban Wait Time
The total amount of time spent on the calls included in the Tasks Aban column.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf
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.
Service Level
The Unified ICME/CCE service level in the half hour interval.
Derived from: Service_Half_Hour.ServiceLevelToHalf
Tasks Routed
The number of calls routed by Unified CCE/ ICM to this IVR service in the half hour interval.
This does not equal the number of calls associated with the service that left the IVR in this half
hour.
Derived from: Service_Half_Hour.CallsRoutedToHalf
Service Summary
A summary for each service for the interval.
Report Summary
A summary for all services for the interval.