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
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.
Derived from: Service_Half_Hour.AvgDelayQAbandToHalf
*Delay Q Aban Time
The time in HH:MM:SS (hours, minutes, seconds) that tasks associated with the service spent in
queue before they abandoned the queue during the interval. These are tasks that were queued 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.
ASA
The average answer wait time in HH:MM:SS (hours, minutes, seconds) for all tasks answered for
the service in the half hour interval: AnswerWaitTimeToHalf/ CallsAnsweredToHalf.
Derived from: Service_Half_Hour.AvgSpeedAnswerToHalf
Answer Wait Time
The average speed of answer for tasks associated with the service in the half hour interval.
Derived from: Service_Half_Hour.AnswerWaitTimeToHalf
ATT
The average task time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the
service ending in the half hour interval. Database calculation: TalkTimeToHalf/
CallsHandledToHalf.
Derived from: Service_Half_Hour.AvgTalkTimeToHalf
Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active or the
Paused state for tasks associated with the service that ended during the interval.
Derived from: Service_Half_Hour.TalkTimeToHalf
AHT
The average handle time in HH:MM:SS (hours, minutes, seconds) of tasks associated with the
service ending in the half hour interval: HandleTimeToHalf/ CallsHandledToHalf.
Derived from: Service_Half_Hour.HandleTimeToHalf/ Service_Half_Hour.CallsHandledToHalf