User Guide

DescriptionColumn (Field)
The enterprise name of the peripheral serviceService Name
Derived from: Service.EnterpriseName
Number of inbound and outbound calls currently that
had previously been offered (for example, calls being
In Progress
played an announcement, queued calls, or connected
calls) and are currently being handled for the service.
Derived from: Service_Real_Time.CallsInProgress
The tasks in queue associated with the service now at
the peripheral.
Q Now
Derived from: Service_Real_Time.CallsQNow
Derived from: The number of tasks associated with
the service that abandoned while in queue or ringing
during the rolling five minute interval.
Aban Q 5
An abandoned task is one in which the caller hung up
before being connected with an agent. If the caller
hangs up almost immediately, you might not want to
count that as an abandoned task. When configuring
each peripheral, you can specify the minimum length
of an abandoned task.
Derived from: Service_Real_Time.CallsAbandQTo5
The average delay time of tasks associated with the
service that were abandoned in the service queue
Avg Delay Q Aban5
during the rolling five minute interval. This value is
calculated as follows:DelayQAbandTimeTo5 /
CallsAbandQTo5.
Derived from:
Service_Real_Time.AvgDelayQAbandTo5
The average answer wait time for tasks associated
with the service during the rolling five minute interval:
AnswerWaitTimeTo5 / CallsOfferedTo5.
ASA5
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.
Derived from:
Service_Real_Time.AvgSpeedAnswerTo5
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 Real Time All Fields