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
Answer Wait Time Today
The total answer wait time in HH:MM:SS (hours, minutes, seconds) for all incoming tasks
associated with the service since midnight.
Derived from: Service_Real_Time.AnswerWaitTimeToday
Handled Today
The running (accumulative) total of tasks associated with the service that were handled since
midnight.
Derived from: Service_Real_Time.CallsHandledToday
Ans Today
The number of tasks associated with the service that were answered by agents since midnight.
Derived from: Service_Real_Time.CallsAnsweredToday
Offered Today
The number of incoming tasks offered to the service since midnight.
Derived from: Service_Real_Time.CallsOfferedToday
Incoming Today
The number of incoming tasks associated with the service since midnight. Incoming tasks include
only Inbound ACD tasks arriving on trunks (that is, tasks that are not internally generated).
Derived from: Service_Real_Time.CallsIncomingToday
*Out Today
The number of outbound tasks associated with the service since midnight.
Derived from: Service_Real_Time.CallsOutToday
*Terminated Other Today
The number of tasks associated with the service but not otherwise accounted for since midnight.
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.CallsTerminatedOtherToday
Handle Time Today
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the service
since midnight.
Derived from: Service_Real_Time.HandleTimeToday
Service Level Today: Aban
The number of tasks associated with the service that were abandoned within Unified ICME/CCE
service level threshold since midnight.
Derived from: Service_Real_Time.ServiceLevelAbandToday