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
Completed Tasks: AHT
The average handled task time in HH:MM:SS (hours, minutes, seconds) for tasks counted as
handled by the service in the half hour interval.
HandleTime is tracked only for inbound ACD tasks that are counted as handled for the service.
HandleTime is the time spent from the task being answered by the agent to the time the agent
completed after-task work time for the task. This includes any TalkTime, HoldTime, and
WorkTime associated with the task. The AvgHandleTime value is updated in the database when the
after-task work time associated with the task is completed.
Derived from: Service_Half_Hour.HandleTimeToHalf/ Service_Half_Hour.CallsHandledToHalf
Completed Tasks: Total Aban Wait Time
The time in HH:MM:SS (hours, minutes, seconds) for tasks to the service that were abandoned in
queue waited in the half hour interval. These are tasks that existed in the queue but were abandoned
before being handled by an agent or trunk device.
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.
*Completed Tasks: Avg Aban Wait
The average delay time of tasks to the service abandoned in queue in the half hour interval.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf/
Service_Half_Hour.CallsAbandQToHalf
Service Summary
A summary of service activity for each service in the half hour interval.
Report Summary
A summary of service activity for all services in the half hour interval.