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
Ans30
The number of tasks associated with the service that were answered by agents during the current
half-hour interval.
Derived from: Service_Real_Time.CallsAnsweredHalf
Incoming30
The number of incoming tasks associated with the service during the current half-hour interval.
Incoming tasks include only Inbound ACD tasks arriving on trunks (that is, tasks that are not
internally generated).
Derived from: Service_Real_Time.CallsIncomingHalf
Offered30
The number of incoming tasks plus internal tasks offered to this service during the current
half-hour interval.
Offered tasks are the total number of incoming tasks and internal tasks sent to a specific route,
service, or skill group. In real-time data, a task is counted as offered as soon as it is sent to a route
or service. However, if the caller hangs up before the abandoned task wait time has elapsed, that
task is not counted as offered in the historical (5-minute and 30-minute) data. This ensures that the
number of tasks offered is the same as the number answered plus the number abandoned.
Derived from: Service_Real_Time.CallsOfferedHalf
*Out30
The number of outbound tasks associated with the service during the current half-hour interval.
Derived from: Service_Real_Time.CallsOutHalf
*Terminated Other30
The number of tasks associated with the service but not otherwise accounted for during the current
half-hour 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.CallsTerminatedOtherHalf
Handle Time30
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the service
that ended during the current half-hour interval.
Derived from: Service_Real_Time.HandleTimeHalf
Service Level Half Aban
The number of tasks associated with the service abandoned within the service level threshold
during the current half-hour interval.
Derived from: Service_Real_Time.ServiceLevelAbandHalf