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
ASA5
The average answer wait time for tasks associated with the
service during the rolling
five minute interval: AnswerWaitTimeTo5/ CallsOfferedTo5.
Answer wait time is the elapsed time from when the task is o
ffered at the peripheral to
when it is answered. This includes all DelayTime, LocalQTime, and RingTime associated
with the task.
Derived from: Service_Real_Time.AvgSpeedAnswerTo5
*Tasks Aban Q 5
The number of tasks associated with the service that abandoned while in queue or
ringing during the rolling five minute
interval.
An abandoned task is one in which the caller hung u
p before being connected with an
agent. If the caller hangs up almost immediately, you might not want to count that as
an abandoned task. When configuring each peripheral, you can specify the minimum
length of an abandoned task.
Derived from: Service_Real_Time.CallsAbandQTo5
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 Aban Q Today
The number of tasks associated with the service that abandoned while in queue or
ringing during since midnight.
Derived from: Service_Real_Time.CallsAbandQToday
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 Aban Q 30
The number of tasks associated with the service that abandoned while in queue or
ringing during the half
-hour interval.
Derived from: Service_Real_Time.CallsAbandQHalf
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 30
The running (accumulative) total of tasks routed to this service by ICM software for the
current h
alf-hour interval.
Derived from: Service_Real_Time.CallsRoutedHalf