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
Handled Today
The running (accumulative) total of tasks associated with the service that were handled
since midnight.
Derived from: Service_Real_Time.CallsHandledToday
Ans Today
The number of tasks associated with the service that we
re answered by agents since
midnight.
Derived from: Service_Real_Time.CallsAnsweredToday
Offered Today
The number of incoming tasks offered to the service since midnight.
Derived from: Service_Real_Time.CallsOfferedToday
Incoming Today
The number of incoming tasks associated with the service since midnight. Incoming
tasks
include only Inbound ACD tasks arriving on trunks (that is, tasks that are not
internally generated).
Derived from: Service_Real_Time.CallsIncomingToday
*Out Today
The number of outbound tasks associated with the service since midnight.
Derived from: Service_Real_Time.CallsOutToday
*Terminated Other Today
The number of tasks associated with the service but not oth
erwise accounted for since
midnight. 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.CallsTerminatedOtherToday
Handle Time Today
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with
the service since mi
dnight.
Derived from: Service_Real_Time.HandleTimeToday
Service Level Today: Aban
The number of tasks associated with the service that were abandoned within the
ICM/IPCC En
terprise service level threshold since midnight.
Derived from: Service_Real_Time.ServiceLevelAbandToday
Service Level Today: Offered
The number of tasks associated with the service
for which a service level event
occurred since midnight.
Derived from: Service_Real_Time.ServiceLevelCallsOfferedToday