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
SL Aban Ignored
A Unified ICME/CCE 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
A 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
A 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 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 during the half-hour interval.
Derived from: Service_Half_Hour.CallsHandledToHalf
Completed Tasks: Tasks Aband
The total number of tasks for the service abandoned while ringing on the IVR port.
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.