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
*Delay Q Aban Time
The time in HH:MM:SS (hours, minutes, seconds) that tasks associated with the
service sp
ent in queue before they abandoned the queue during the interval. These are
tasks that were queued but were abandoned before being handled by an agent or trunk
device.
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.
ASA
The average answer wait time in HH:MM:SS
(hours, minutes, seconds) for all tasks
answered for the service in the half hour interval: AnswerWaitTimeToHalf/
CallsAnsweredToHalf.
Derived from: Service_Half_Hour.AvgSpeedAnswerToHalf
Answer Wait Time
The average speed of answer for tasks associated with
the service in the half hour
interval.
Derived from: Service_Half_H
our.AnswerWaitTimeToHalf
ATT
The average task time in HH:MM:SS (hours, minutes, seconds) for tasks associated
with
the service ending in the half hour interval. Database calculation: TalkTimeToHalf/
CallsHandledToHalf.
Derived from: Service_Half_Hour.AvgTalkTimeToHalf
Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active or
the Paused state for tasks associated with the service that ended during the
interval.
Derived from: Service_Half_Hour.TalkTimeToHalf
AHT
The average handle time in HH:MM:SS (hours, minu
tes, seconds) of tasks associated
with the service ending in the half hour interval: HandleTimeToHalf/
CallsHandledToHalf.
Derived from: Service_Half_Hour.HandleTimeToHalf/
Se
rvice_Half_Hour.CallsHandledToHalf
Handle Time
The total handle time in HH:MM:SS (hours, minutes, seconds) of all tasks associated
with the service ending
in the half hour interval.
Derived from: Service_Half_Hour.HandleTimeToHalf