User Guide

3-12
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
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.
SL Aban Ignored
The Unified ICM/CCE Enterprise service level where abandoned tasks are ignored. The
calculation removes tasks abandoned after the service-level threshold for the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelCallsToHalf/
(Service_Half_Hour.ServiceLevelCallsOfferedToHalf) -
(Service_Half_Hour.ServiceLevelAbandToHalf)
SL Aban Positive
The Unified ICME/CCE service level where abandoned tasks positively impact the service level.
This calculation treats abandoned tasks as though they were connected within the service-level
threshold for the half-hour interval.
Derived from: (Service_Half_Hour.ServiceLevelCallsToHalf) +
(Service_Half_Hour.ServiceLevelAbandToHalf)/
(Service_Half_Hour.ServiceLevelCallsOfferedToHalf)
SL Aban Negative
The Unified ICME/CCE service level where abandoned tasks negatively impact the service level.
This calculation treats abandoned tasks as though they had exceeded the service-level threshold for
the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelCallsToHalf/
Service_Half_Hour.ServiceLevelCallsOfferedToHalf
Tasks Routed
The number of calls routed by Unified CCE/ICM to this IVR service in this half hour. 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.