User Guide

3-11
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 (no label)
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Service_Half_Hour.DateTime
Tasks Offered
The total number of calls associated with this service that arrived at the IVR in this half hour. 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.
Derived from: Service_Half_Hour.ShortCallsToHalf
Avg Aban Wait
The average amount of time spent on the calls included in the Tasks Aban column.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf/
Service_Half_Hour.CallsAbandQToHal
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.
Tasks Aban
The number of calls associated with this service that completed in this half hour 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 spend on the calls included in the Tasks Aban column.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf