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
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.
*Avg Delay Q Now
The average delay for tasks associated with t
he service that are currently in the queue
for the service.
Derived from: Service_Real_Time.AvgDelayQNow
Talking
The number of agents associated with the service currently in the Talking or Active
state. The Active state is a state in which an agent is working on an incoming task. For
calls, this also includes the Talking In, Talking Out, and Talking Other states.
Derived from: Service_Real_Time.AgentsTalking
*Expected Delay
The predicted delay for any new task added associated with the service queue. This is
v
alid only if no agents are available.
Derived from: Service_Real_Time.ExpectedDelay
Longest Avail Agent
The time that the longest available agent associated with the service became available.
Derived from: Service_Real_Time.LongestAvailAgent
AHT5
The average handle time in HH:MM:SS (hours, minu
tes, seconds) for tasks associated
with the service during the rolling five minute interval. The value is calculated as
follows:
HandleTimeTo5/ CallsHandledTo5.
HandleTime is tracked only for inbound ACD tasks that are counted as handled for the
service.
HandleTime is the time spent from the task being answered by the agent to the
time the agent completed after-task work time for the task. This includes any TalkTime,
HoldTime, and WorkTime associated with the task (all from Termination_Call_Detail).
The AvgHandleTime value is updated in the database when the after-task work time
associated with the task has completed.
Derived from: Service_Real_Time.AvgHandleTimeTo5
ATT5
The average talk time in HH:MM:SS (hours, minutes, seconds) for tasks associated
with the service that ended
during the rolling five minute interval. The value is
calculated as follows: TalkTimeTo5/ CallsHandledTo5
Talk time includes the time that tasks were in a talking or hold state. It is populated
with the T
alkTime and HoldTime associated with task associated with the service or
route. The field is updated in the database when all after-task work associated with the
tasks is completed.
Derived from: Service_Real_Time.AvgTalkTimeTo5