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
*Short Tasks
The total number of tasks associated with the service
in the half hour interval that were
too short to be considered abandoned.
A task is determined to be a short task if
it is abandoned before the Abandoned Call
Wait Time expired. Short tasks are not considered abandoned and they are not
accounted for in any of the ICM abandoned tasks calculations. This field is dependent
on the AbandondedCallWaitTime threshold.
Derived from: Service_Half_Hour.ShortCallsToHalf
Ans
The total number of tasks associated with the se
rvice that were answered by agents in
the half hour interval.
Derived from: Service_Half_Hour.CallsAnsweredToHalf
*Longest Task Aban Time
The longest time a task associated with the service was in queue before being
abandoned
in the half hour interval. Measured in HH:MM:SS (hours, minutes,
seconds).
NO
TE: 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.
Derived from: Service_Half_Hour.LongestCallAbandTime
*Longest Task Delay Q Time
The longest time a task associated with the service was in queue before being
answe
red in the half hour interval. Measured in HH:MM:SS (hours, minutes, seconds).
Derived from: Service_Half_Hour.LongestCallDelayQTime
*Short Tasks Time
The time accumulated by tasks associated with
the service that were too short to be
counted as abandoned in the half hour interval. Measured in HH:MM:SS (hours,
minutes, seconds).
Derived from: Service_Half_Hour.ShortCallsTimeToHalf
Forced Closed
The number of tasks associated with the service that were determined
to be closed
following an interruption in data in the half hour interval.
Derived from: Service_Half_Hour.ForcedClosedCallsToHalf
Flow In
The number of tasks the peripheral flowed into thi
s service in the half hour interval.
Derived from: Service_Half_Hour.OverflowInToHalf
Flow Out
The number of tasks the peripheral flowed out of this service in
the half hour interval.
Derived from: Service_Half_Hour.OverflowOutToHalf