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
– Positive impact of abandoned tasks: service level = (ServiceLevelCalls +
ServiceLevelAband)/ServiceLevelCallsOffered
In the preceding calculations, ServiceLevelCallsOffered are all the tasks answered within the
threshold. For example: all tasks answered within 5 minutes.
Derived from: Service_Half_Hour.ServiceLevelToHalf
Service Level Tasks
The number of tasks associated with the service that were answered within the Unified ICME/CCE
service level threshold in the half hour interval.
Derived from: Service_Half_Hour.ServiceLevelCallsToHalf
Service Level Aban
The number of tasks associated with the service that abandoned within the service level threshold
in the half hour interval.
Derived from: Service_Half_Hour.ServiceLevelAbandToHalf
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 Level Offered
The number of tasks associated with the service that had service level events in the half hour
interval.
Derived from: Service_Half_Hour.ServiceLevelCallsOfferedToHalf
*Avg Delay Q
The average delay in queue for tasks associated with the service in the half hour interval:
DelayQTimeToHalf/ CallsQToHalf.
Derived from: Service_Half_Hour.AvgDelayQToHalf
*Delay Q Time
The total delay time in HH:MM:SS (hours, minutes, seconds) of all the tasks associated with the
service in the queue in the half hour interval.
Derived from: Service_Half_Hour.DelayQTimeToHalf
*Tasks Q
The total number of tasks associated with the service that were queued in the half hour interval.
Derived from: Service_Half_Hour.CallsQToHalf
*Avg Delay Q Aban
Average delay time in HH:MM:SS (hours, minutes, seconds) of tasks associated with the service
that were abandoned in queue in the half hour interval: DelayQAbandTimeToHalf/
CallsAbandQToHalf.