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
*Avg Delay Q Aban5
The average delay time of tasks associated with the service that were abandoned in the service
queue during the rolling five minute interval. This value is calculated as
follows:DelayQAbandTimeTo5/ CallsAbandQTo5.
Derived from: Service_Real_Time.AvgDelayQAbandTo5
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.
*Avg Delay Q Now
The average delay for tasks associated with the service that are currently in the queue for the
service.
Derived from: Service_Real_Time.AvgDelayQNow
Talking
The number of agents associated with the service currently in the Talking or Active state. The
Active state is a state in which an agent is working on an incoming task. For calls, this also
includes the Talking In, Talking Out, and Talking Other states.
Derived from: Service_Real_Time.AgentsTalking
*Expected Delay
The predicted delay for any new task added associated with the service queue. This is valid only if
no agents are available.
Derived from: Service_Real_Time.ExpectedDelay
Longest Avail Agent
The time that the longest available agent associated with the service became available.
Derived from: Service_Real_Time.LongestAvailAgent
AHT5
The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the
service during the rolling five minute interval. The value is calculated as follows:
HandleTimeTo5/ CallsHandledTo5.
HandleTime is tracked only for inbound ACD tasks that are counted as handled for the service.
HandleTime is the time spent from the task being answered by the agent to the time the agent
completed after-task work time for the task. This includes any TalkTime, HoldTime, and
WorkTime associated with the task (all from Termination_Call_Detail). The AvgHandleTime value
is updated in the database when the after-task work time associated with the task has completed.
Derived from: Service_Real_Time.AvgHandleTimeTo5