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
Handled
The number of tasks associated with the service that were handled in the half hour interval.
Derived from: Service_Half_Hour.CallsHandledToHalf
*Trans Out
The number of tasks transferred out of the service in the half hour interval. The value is updated in
the database when the transfer of the call is completed.
Derived from: Service_Half_Hour.TransferOutCallsToHalf
Routed
The number of tasks associated with the service that were routed in the half hour interval.
Derived from: Service_Half_Hour.CallsRoutedToHalf
*Aban Queue
The number of tasks associated with the service that were abandoned in queue 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.
*Peripheral Service Level
The peripheral service level in the half hour interval. This field is not applicable when Unified ICM
is connected to Unified CCE through an IPCC Gateway PG.
Derived from: Service_Half_Hour.PeriphServiceLevelToHalf
*Peripheral Service Level Tasks
The number of tasks assigned to the service that were answered within the service level, as counted
by the peripheral, in the half hour interval. This field is not applicable when Unified ICM is
connected to Unified CCE through an IPCC Gateway PG.
Derived from: Service_Half_Hour.PeriphServiceLevelCallsToHalf
Service Level
The Unified ICME/CCE service level for the service in the half hour interval.
There are three different ways for calculating service level based on the Effect of Abandoned tasks
on the service level configuration parameter:
– Ignore abandoned tasks: service level = ServiceLevelCalls/(ServiceLevelCallsOffered –
ServiceLevelAband)
– Negative impact of abandoned tasks: service level = ServiceLevelCalls/
(ServiceLevelCallsOffered)