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
ATT5
The average talk time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the
service that ended during the rolling five minute interval. The value is calculated as follows:
TalkTimeTo5/ CallsHandledTo5
Talk time includes the time that tasks were in a talking or hold state. It is populated with the
TalkTime and HoldTime associated with task associated with the service or route. The field is
updated in the database when all after-task work associated with the tasks is completed.
Derived from: Service_Real_Time.AvgTalkTimeTo5
ASA5
The average answer wait time for tasks associated with the service during the rolling five minute
interval: AnswerWaitTimeTo5/ CallsOfferedTo5.
Answer wait time is the elapsed time from when the task is offered at the peripheral to when it is
answered. This includes all DelayTime, LocalQTime, and RingTime associated with the task.
Derived from: Service_Real_Time.AvgSpeedAnswerTo5
*Tasks Aban Q 5
The number of tasks associated with the service that abandoned while in queue or ringing during
the rolling five minute interval.
An abandoned task is one in which the caller hung up before being connected with an agent. If the
caller hangs up almost immediately, you might not want to count that as an abandoned task. When
configuring each peripheral, you can specify the minimum length of an abandoned task.
Derived from: Service_Real_Time.CallsAbandQTo5
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.
*Tasks Aban Q Today
The number of tasks associated with the service that abandoned while in queue or ringing during
since midnight.
Derived from: Service_Real_Time.CallsAbandQToday
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.
*Tasks Aban Q 30
The number of tasks associated with the service that abandoned while in queue or ringing during
the half-hour interval.
Derived from: Service_Real_Time.CallsAbandQHalf
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.