User Guide

3-34
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
Tasks Routed 30
The running (accumulative) total of tasks routed to this service by Unified ICM for the current
half-hour interval.
Derived from: Service_Real_Time.CallsRoutedHalf
Tasks Routed Today
The running (accumulative) total of tasks routed to this service by Unified ICM since midnight.
Derived from: Service_Real_Time.CallsRoutedToday
*Tasks Q Now
The tasks in queue associated with the service now at the peripheral.
Derived from: Service_Real_Time.CallsQNow
*Tasks Q Now Time
The total time of all tasks associated with the service currently in queue.
Derived from: Service_Real_Time.CallsQNowTime
Note The following Peripheral Service Level fields are not applicable when Unified ICM is connected to
Unified CCE through an IPCC Gateway PG.
*Peripheral Service Level: Tasks30
The number of tasks associated with the service handled within the peripheral service level during
the current half-hour interval.
The service level is the percentage of incoming tasks that are answered within a specified
threshold. Several slightly different calculations can be used for the service level (specifically,
abandoned tasks can be treated in several ways). The software keeps track of two different service
levels: the peripheral service level (the proprietary service level as calculated by the peripheral)
and Unified ICME/CCE service level (the service level as calculated by the software).
Derived from: Service_Real_Time.PeriphServiceLevelCallsHalf
*Peripheral Service Level: Tasks Today
The number of tasks associated with service handled within the peripheral service level since
midnight.
Derived from: Service_Real_Time.PeriphServiceLevelCallsToday
*Peripheral Service Level: 30
The service level for the service calculated by the peripheral during the current half-hour interval.
Derived from: Service_Real_Time.PeriphServiceLevelHalf