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
Tasks Routed Today
The running (accumulative) total of tasks routed to this
service by ICM software since
midnight.
Derived from: Service_Real_Time.CallsRoutedToday
*Tasks Q Now
The tasks in queue associated with the service now at the peripheral.
Derived from: Service_Real_Time.CallsQNow
*Tasks Q Now Time
The total time of all tasks associated with the service currently in queue.
Derived from: Service_Real_Time.CallsQNowTime
Note The following Peripheral Service Level fields are not applicable when ICM is connected to IPCC
through an IPCC Gateway PG.
*Peripheral Service Level: Tasks30
The number of tasks associated with the service handled within the
peripheral service
level during the current half-hour interval.
The service level is the percentage of incoming
tasks that are answered within a
specified threshold. Several slightly different calculations can be used for the service
level (specifically, abandoned tasks can be treated in several ways). The ICM software
keeps track of two different service levels: the peripheral service level (the proprietary
service level as calculated by the peripheral) and the ICM/IPCC Enterprise service level
(the service level as calculated by the ICM software).
Derived from: Service_Real_Time.PeriphServiceLevelCallsHalf
*Peripheral Service Level: Tasks Today
The number of tasks associated with service handled within t
he peripheral service level
since midnight.
Derived from: Service_Real_Time.PeriphServiceLevelCallsToday
*Peripheral Service Level: 30
The service level for the service calculated
by the peripheral during the current
half-hour interval.
Derived from: Service_Real_Time.PeriphServiceLevelHalf
*Peripheral Service Level: Offer 30
The number of tasks offered to the service used to
calculate the peripheral service level
for the current half-hour interval.
Derived from: Service_Real_Time.PeriphServiceLevelOfferHalf