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
*Trans Out
The number of tasks transferred out of the service in the
half hour interval. The value is
updated in the database when the transfer of the call is completed.
Derived from: Service_Half_Hour.TransferOutCallsToHalf
Routed
The number of tasks associated with the service that were routed in the half hour
interval.
Derived from: Service_Half_Hour.CallsRoutedToHalf
*Aban Queue
The number of tasks associated with the service that were abandoned in queue in th
e
half hour interval.
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.
*Peripheral Service Level
The peripheral service level in the half hour interv
al. This field is not applicable when
ICM is connected to IPCC through an IPCC Gateway PG.
Derived from: Service_Half_Hour.PeriphServiceLevelToHalf
*Peripheral Service Level Tasks
The number of tasks assigned to the service that
were answered within the service
level, as counted by the peripheral, in the half hour interval. This field is not applicable
when ICM is connected to IPCC through an IPCC Gateway PG.
Derived from: Service_Half_Hour.PeriphServiceLevelCallsToHalf
Service Level
The ICM/IPCC Enterprise service level for the service in the half hour interval.
There are three different ways for calculating service level based
on the Effect of
Abandoned tasks on the service level configuration parameter:
– Ignore abandoned tasks: service level = ServiceLevelCalls/(ServiceLevelCallsOffered
– ServiceLevelAband)
– Negative impact of abandoned tasks: service level = ServiceLevelCalls/
(ServiceLevelCallsOffered)
– Positive impact of abandoned tasks: service level = (ServiceLevelCalls +
ServiceLevelAband)/ServiceLevelCallsOffered
In the preceding calculations, ServiceLeve
lCallsOffered are all the tasks answered
within the threshold. For example: all tasks answered within 5 minutes.
Derived from: Service_Half_Hour.ServiceLevelToHalf