User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 4 Peripheral and Peripheral Service Report Templates
IPCC Peripheral Service Reports
Date (no label)
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Service_Half_Hour.DateTime
Tasks Offered
The total number of calls associated with this se
rvice that arrived at the IVR in this half
hour. Note that Tasks Offered is not the sum of Tasks Handled and Tasks Abandoned.
A call can be offered in one half hour and abandoned or answered in another half hour.
Derived from: Service_Half_Hour.CallsOfferedtoHalf
Tasks Handled
The number of calls associated with this service
that left the IVR and were handled by
an agent in this half hour. This column is incremented in the half hour interval when
the call ends and the agent has completed any wrap-up work for the call, which may or
may not be the same half hour interval in which the call left the IVR.
Derived from: Service_Half_Hour.CallsHandledtoHalf
Tasks Aban
The number of calls associated with this service
that completed in this half hour that
were either fully self-service, or were abandoned before self-service completed, or
were sent to an agent (regardless of whether self-service was performed first) and
abandoned before the agent answered.
Derived from: Service_Half_Hour.CallsAbandQToHalf
Note When ICM is connected with IPCC through an IPCC Gateway PG, this value is
incremented by any condition on the child that causes the call to terminate while in
the queue.
Tasks Routed
The number of calls routed by the IPCC/ICM softw
are to this IVR service in this half
hour. This is not the number of calls associated with the service that left the IVR in this
half hour.
Derived from: Service_Half_Hour.CallsRoutedToHalf
AHT
The average handle time for calls in the Tasks Handled column.
Derived from: Service_Half_Hour.HandleTimeToHalf/
Se
rvice_Half_Hour.CallsHandledToHalf
Total Aban Wait Time
The total amount of time spent on the calls in the Tasks Aban column.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf
Note When ICM is connected with IPCC through an IPCC Gateway PG, this value is
incremented by any condition on the child that causes the call to terminate while in
the queue.