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
Handle Time5
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with
the service ending during the fiv
e-minute interval.
Derived from: Service_Real_Time.HandleTimeTo5
Service Level 5 Aban
The number of tasks associated with the service that were abandoned within the
service level threshold during the rolling five minute interval.
Derived from: Service_Real_Time.ServiceLevelAbandTo5
Service Level 5 Offered
The number of tasks associated with the service
for which a service level event
occurred during the rolling five minute interval.
A service level event occurs when the service level time
expires while the task is
awaiting answer or the task is either answered or abandoned before the service level
time expires. When performing service level calculations for a time period, ICM
software considers only the tasks that had a service level event during that period. This
ensures that each task is counted only once and during the appropriate time period.
Derived from: Service_Real_Time.ServiceLevelCallsOfferedTo5
Service Level 5 Tasks
The number of tasks associated with the service that we
re answered within the
ICM/IPCC Enterprise service level during the rolling five minute interval.
Derived from: Service_Real_Time.ServiceLevelCallsTo5
Service Level 5 5
The ICM/IPCC Enterprise service level for the se
rvice during the rolling five minute
interval.
Derived from: Service_Real_Time.ServiceLevelTo5
Talk Time5
The total talk time in HH:MM:SS (hours, minutes, seconds) for tasks associated with
the service ending during the rolling fiv
e minute interval.
Derived from: Service_Real_Time.TalkTimeTo5
Service Level Tasks Q Held
The number of tasks associated with the service currently queued for
longer than the
service level threshold.
Derived from: Service_Real_Time.ServiceLevelCallsQHeld
Answer Wait Time Today
The total answer wait time in HH:MM:SS (hours, min
utes, seconds) for all incoming
tasks associated with the service since midnight.
Derived from: Service_Real_Time.A
nswerWaitTimeToday