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
Incoming5
The number of incoming tasks associated with the servi
ce during the rolling five minute
interval. Incoming tasks include only Inbound ACD tasks arriving on trunks (that is,
tasks that are not internally generated).
Derived from: Service_Real_Time.CallsIncomingTo5
Tasks In Now
The number of incoming tasks associated with the service currently in progress.
Derived from: Service_Real_Time.CallsInNow
In Progress
The number of tasks offered to the service that are currently being handled. This
includes the number of tasks associated with the service on which agents are in the
active or talking state, tasks that are queued, tasks in treatment.
NOTE: Tasks associated with the service on which agents are in wrap-up state are not
considere
d as tasks in progress.
Derived from: Service_Real_Time.CallsInProgress
Tasks Out Now
The number of outbound tasks associated with the service that are currently in
progre
ss.
Derived from: Service_Real_Time.CallsOutNow
Tasks Out5
The number of outbound tasks associated with the service during the rolling five
min
ute interval.
Derived from: Service_Real_Time.CallsOutTo5
*Terminated Other5
The number of tasks associated with the service but not otherwise accounted for during
the rolling five mi
nute interval. These are tasks that do not fit into the criteria for
handled, abandoned, or transferred tasks. They were terminated for other reasons,
which may include drop/no answer, forced busy, or timed out.
Derived from: Service_Real_Time.CallsTerminatedOtherTo5
*Delay Q Aban5
The total delay time of all tasks associated w
ith the service abandoned in queue during
the rolling five minute interval.
Derived from: Service_Real_Time.DelayQAbandTimeTo5
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.