User Guide

DescriptionColumn (Field)
The average handle time in HH:MM:SS (hours,
minutes, seconds) for tasks associated with the service
AHT5
during the rolling five minute interval. The value is
calculated as follows: HandleTimeTo5 /
CallsHandledTo5.
Derived from:
Service_Real_Time.AvgHandleTimeTo5
The time that the longest available agent associated
with the service became available.
LAA
Derived from: Service_Real_Time.LongestAvailAgent
Time that the longest call in the queue for the service
was put there.
Longest Task Q
Derived from: Service_Real_Time.LongestCallQ
Number of calls the peripheral overflowed into this
service during the rolling five-minute interval.
Flow In 5
Derived from: Service_Real_Time.OverflowInTo5
Number of calls overflowed out of this service during
the rolling five-minute interval.
Flow Out 5
Derived from: Service_Real_Time.OverflowOutTo5
The Enterprise service level for the service during the
rolling five minute interval.
SL5
Derived from: Service_Real_Time.ServiceLevelTo5
Number of calls to the service abandoned within the
service level threshold during the rolling five-minute
interval.
SL5 Aban
Derived from:
Service_Real_Time.ServiceLevelAbandTo5
Number of calls to the service answered within the
ICM service level during the rolling five-minute
interval.
SL5 Tasks
Derived from:
Service_Real_Time.ServiceLevelCallsTo5
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 6: Unified CCE Release 8.x Enterprise and Peripheral Service Reports
Peripheral Service Real Time All Fields