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
Flow In
The number of tasks the peripheral flowed into this service in the half hour interval.
Derived from: Service_Half_Hour.OverflowInToHalf
Flow Out
The number of tasks the peripheral flowed out of this service in the half hour interval.
Derived from: Service_Half_Hour.OverflowOutToHalf
Hold Time
The hold time for tasks to the service that ended in the half hour interval. Measured in HH:MM:SS
(hours, minutes, seconds).
Derived From: Service_Half_Hour.HoldTimeToHalf
*Blind Transfer Out
The number of tasks that were blind transferred out by agents in this service in the half hour
interval.
Derived From: Service_Half_Hour.BlindTransfersOutToHalf
Recovery Day
A value used internally by Unified ICM to track virtual time.
Derived From: Service_Half_Hour.RecoveryDay
Recovery Key
A value used internally by the software to track virtual time.
Derived From: Service_Half_Hour.RecoveryKey
Missing Tasks
The number of tasks whose Start Task Time-out Period expired in this half-hour interval.
Derived From: Service_Half_Hour.NumMissingTasks
SL Type
The default value that indicates how Unified ICM calculates the service level (that is, how it
handles abandoned calls in calculating the service level). You can override this default for
individual services.
Derived From: Service_Half_Hour.ServiceLevelType
DB DataTime
The date and time that data was last written to the Historical Database Server (HDS) from the
logger database. This is different from the time that the data was created. This is useful if you are
extracting data from the historical database and you want to see when it was last updated.
Derived from: Service_Half_Hour.DbDatetime