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
Handle Time
The total handle time in HH:MM:SS (hours, minutes, seconds) of all tasks associated with the
service ending in the half hour interval.
Derived from: Service_Half_Hour.HandleTimeToHalf
*Short Tasks
The total number of tasks associated with the service in the half hour interval that were too short to
be considered abandoned.
A task is determined to be a short task if it is abandoned before the Abandoned Call Wait Time
expired. Short tasks are not considered abandoned and they are not accounted for in any of the
Unified ICM abandoned tasks calculations. This field is dependent on the
AbandondedCallWaitTime threshold.
Derived from: Service_Half_Hour.ShortCallsToHalf
Ans
The total number of tasks associated with the service that were answered by agents in the half hour
interval.
Derived from: Service_Half_Hour.CallsAnsweredToHalf
*Longest Task Aban Time
The longest time a task associated with the service was in queue before being abandoned in the half
hour interval. Measured in HH:MM:SS (hours, minutes, seconds).
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.LongestCallAbandTime
*Longest Task Delay Q Time
The longest time a task associated with the service was in queue before being answered in the half
hour interval. Measured in HH:MM:SS (hours, minutes, seconds).
Derived from: Service_Half_Hour.LongestCallDelayQTime
*Short Tasks Time
The time accumulated by tasks associated with the service that were too short to be counted as
abandoned in the half hour interval. Measured in HH:MM:SS (hours, minutes, seconds).
Derived from: Service_Half_Hour.ShortCallsTimeToHalf
Forced Closed
The number of tasks associated with the service that were determined to be closed following an
interruption in data in the half hour interval.
Derived from: Service_Half_Hour.ForcedClosedCallsToHalf