User Guide

3-18
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
Avg Aban Wait
The average amount of time spent on the
calls in the Tasks Aban column.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf/
Servi
ce_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.
Service Summary
A summary for each service for the interval.
Report Summary
A summary for all services for the interval.
persvc24: Peripheral Service Agent Half Hour Report
See Persvc24, page 10-53 for an illustration of this report.
Overview:
Subject A daily table summary of agent call activity in the selected peripheral
service(s).
Fields applicable to a
voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Purpose Shows agent call activity in the selected servi
ces for the selected time
period.
Note The persvc24 report is applicable to agent services only and are
for IVRs that support Service Control and that have queue
reporting enabled. Calls that do not terminate on an IVR port due
to all port busy condition receive a busy tone and are not counted
within this report.
Applicable environment Unified CCE, Unified ICM
(This report is applicable only to agent s
ervices only, not IVR services.)
Template type Historical table
Default sort order By Service.EnterpriseName and then by the date and time.
Drilldowns available Yes
Schema database tables Service
Service_Half_Hour