User Guide

3-37
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
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.
Handle Time5
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the service
ending during the five-minute interval.
Derived from: Service_Real_Time.HandleTimeTo5
Service Level 5 Aban
The number of tasks associated with the service that were abandoned within the service level
threshold during the rolling five minute interval.
Derived from: Service_Real_Time.ServiceLevelAbandTo5
Service Level 5 Offered
The number of tasks associated with the service for which a service level event occurred during the
rolling five minute interval.
A service level event occurs when the service level time expires while the task is awaiting answer
or the task is either answered or abandoned before the service level time expires. When performing
service level calculations for a time period, Unified ICM considers only the tasks that had a service
level event during that period. This ensures that each task is counted only once and during the
appropriate time period.
Derived from: Service_Real_Time.ServiceLevelCallsOfferedTo5
Service Level 5 Tasks
The number of tasks associated with the service that were answered within Unified ICME/CCE
service level during the rolling five minute interval.
Derived from: Service_Real_Time.ServiceLevelCallsTo5
Service Level 5 5
A Unified ICME/CCE service level for the service during the rolling five minute interval.
Derived from: Service_Real_Time.ServiceLevelTo5
Talk Time5
The total talk time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the service
ending during the rolling five minute interval.
Derived from: Service_Real_Time.TalkTimeTo5
Service Level Tasks Q Held
The number of tasks associated with the service currently queued for longer than the service level
threshold.
Derived from: Service_Real_Time.ServiceLevelCallsQHeld