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
Ans5
The number of tasks associated with the service that were answered by agents during the rolling
five minute interval.
Derived from: Service_Real_Time.CallsAnsweredTo5
Incoming5
The number of incoming tasks associated with the service during the rolling five minute interval.
Incoming tasks include only Inbound ACD tasks arriving on trunks (that is, tasks that are not
internally generated).
Derived from: Service_Real_Time.CallsIncomingTo5
Tasks In Now
The number of incoming tasks associated with the service currently in progress.
Derived from: Service_Real_Time.CallsInNow
In Progress
The number of tasks offered to the service that are currently being handled. This includes the
number of tasks associated with the service on which agents are in the active or talking state, tasks
that are queued, tasks in treatment.
NOTE: Tasks associated with the service on which agents are in wrap-up state are not considered
as tasks in progress.
Derived from: Service_Real_Time.CallsInProgress
Tasks Out Now
The number of outbound tasks associated with the service that are currently in progress.
Derived from: Service_Real_Time.CallsOutNow
Tasks Out5
The number of outbound tasks associated with the service during the rolling five minute interval.
Derived from: Service_Real_Time.CallsOutTo5
*Terminated Other5
The number of tasks associated with the service but not otherwise accounted for during the rolling
five minute interval. These are tasks that do not fit into the criteria for handled, abandoned, or
transferred tasks. They were terminated for other reasons, which may include drop/no answer,
forced busy, or timed out.
Derived from: Service_Real_Time.CallsTerminatedOtherTo5
*Delay Q Aban5
The total delay time of all tasks associated with the service abandoned in queue during the rolling
five minute interval.
Derived from: Service_Real_Time.DelayQAbandTimeTo5