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
Data:
Enterprise Name
The enterprise name of the peripheral service
Derived from: Service.EnterpriseName
DateTime (no label)
The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month, day, year,
hour, minute, second) format.
Derived from: Service_Half_Hour.DateTime
Service Level
A Unified ICME/CCE service level in the half hour interval.
Derived from: Service_Half_Hour.ServiceLevelToHalf
Tasks Offered
The total number of tasks that were sent to this service. Tasks Offered = Tasks Handled + Tasks
Abandoned + Abandon Short Tasks.
Derived from: Service_Half_Hour.CallsOfferedToHalf
Completed Tasks: Tasks Handled
The total tasks handled for the service in the half hour interval.
Derived from: Service_Half_Hour.CallsHandledToHalf
Completed Tasks: Tasks Aban
The total number of tasks for the service abandoned while ringing on the IVR port in the half hour
interval.
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.
*Completed Tasks: Aban Short Tasks
The total number of tasks to the service in the half hour interval that were too short to be
considered abandoned. A task is determined to be a short task if it is abandoned before the
Abandoned Call Wait Time expired. Short tasks are not considered abandoned and they are not
accounted for in any of the Unified ICM abandoned tasks calculations.
Derived from: Service_Half_Hour.ShortCallsToHalf