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
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
Tasks Handled
The number of calls associated with this service that left the IVR and were handled by an agent in
this half hour.
This column is incremented in the half hour interval when the call ends and the
agent has completed any wrap-up work for the call, which may or may not be the same half hour
interval in which the call left the IVR.
Derived from: Service_Half_Hour.CallsHandledtoHalf
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.
Tasks Routed
The number of calls routed by Unified CCE/ICM to this IVR service in this half hour. This is not
the number of calls associated with the service that left the IVR in this half hour.
Derived from: Service_Half_Hour.CallsRoutedToHalf
AHT
The average handle time for calls in the Tasks Handled column.
Derived from: Service_Half_Hour.HandleTimeToHalf/ Service_Half_Hour.CallsHandledToHalf
Total Aban Wait Time
The total amount of time spent on the calls 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.