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
Service Level Today: Offered
The number of tasks associated with the service for which a service level event occurred since
midnight.
Derived from: Service_Real_Time.ServiceLevelCallsOfferedToday
Service Level Today: Tasks
The number of tasks associated with the service that were answered within the service level
threshold since midnight.
Derived from: Service_Real_Time.ServiceLevelCallsToday
Service Level Today: Today
Unified ICME/CCE service level for the service since midnight.
Derived from: Service_Real_Time.ServiceLevelToday
Talk Time Today
The total Talk time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the service
since midnight.
Derived from: Service_Real_Time.TalkTimeToday
*Service Mode Indicator
The current mode of the service: 1 = Day service; 2 = Night service; 3 = Closed with answer;
4
= Closed, no answer; 5 = Transition, 6 = Open, 13 = Pilot Status Other. (This field may also be
used to encode overflow information for a Galaxy ACD.)
Derived from: Service_Real_Time.ServiceModeIndicator
Answer Wait Time30
The total of answer wait time in HH:MM:SS (hours, minutes, seconds) for all incoming tasks
associated with the service during the current half-hour interval.
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 (all
taken from Termination_Call_Detail).
Derived from: Service_Real_Time.AnswerWaitTimeHalf
Handled30
The number of tasks associated with the service that were handled and that ended during the
current half-hour interval.
A task is counted as handled when the task is finished. For example, the CallsHandledTo5 field in
the Service_Five_Minute table counts the number of tasks that finished during the five-minute
interval. The tasks might have been answered before the interval began.
By contrast, a task is counted as answered as soon as it reaches an agent. Therefore, the number of
handled tasks and answered tasks during an interval is not necessarily the same, but eventually
each task is counted in both categories.
Derived from: Service_Real_Time.CallsHandledHalf