User Guide

DescriptionColumn (Field)
The average handle time in HH:MM:SS (hours, minutes,
seconds) of tasks associated with the service ending in
the interval.
AHT
Derived from:
Service_Half_Hour.AvgHandleTimeToHalf
The number of tasks associated with the service that were
abandoned in queue in the interval.
Aban Q
Derived from: Service_Half_Hour.CallsAbandQToHalf
Average delay time in HH:MM:SS (hours, minutes,
seconds) of tasks associated with the service that were
abandoned in queue in the interval.
Avg Delay Q Aban
Derived from:
Service_Half_Hour.AvgDelayQAbandToHalf
The total number of tasks associated with the service that
were queued in the interval.
Task Q
Derived from: Service_Half_Hour.CallsQToHalf
The average delay in queue for tasks associated with the
service in the interval.
Avg Delay Q
Derived from: Service_Half_Hour.AvgDelayQToHalf
The Enterprise service level for the service in the interval.SL
Derived from: Service_Half_Hour.ServiceLevelToHalf
The default value that indicates how ICM software
calculates the service level (that is, how it handles
SL Type
abandoned calls in calculating the service level). You can
override this default for individual services.
Derived From: Service_Half_Hour.ServiceLevelType
The number of tasks transferred into the service in the
interval. The value is updated in the database when the
call is completed.
Trans In
Derived from: Service_Half_Hour.TransferInCallsToHalf
The number of tasks transferred out of the service in the
interval. The value is updated in the database when the
transfer of the call is completed.
Trans Out
Derived from:
Service_Half_Hour.TransferOutCallsToHalf
The number of outbound tasks placed by agents associated
with the service in the interval.
Out
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 7: Unified CCE Release 7.5 Enterprise and Peripheral Service Reports
Peripheral Service Historical All Fields