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
Service Level Today: Tasks
The number of tasks associated with the service that were
answered within the service
level threshold since midnight.
Derived from: Service_Real_Time.ServiceLevelCallsToday
Service Level Today: Today
The ICM/IPCC Enterprise service level for the service since midnight.
Derived from: Service_Real_Time.ServiceLevelToday
Talk Time Today
The total Talk time in HH:MM:SS (hours, minutes, seconds) for tasks associated with
the service since mi
dnight.
Derived from: Service_Real_Time.TalkTimeToday
*Service Mode Indicator
The current mode of the service: 1 = Day service; 2 = Night service; 3 = Closed with
answer; 4 = Closed, no answer; 5 = Transition, 6 = Open, 13 = Pilot Status Other.
(This field ma
y also be used to encode overflow information for a Galaxy ACD.)
Derived from: Service_Real_Time.ServiceModeIndicator
Answer Wait Time30
The total of answer wait time in HH:MM:SS
(hours, minutes, seconds) for all incoming
tasks associated with the service during the current half-hour interval.
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 (all taken from Termination_Call_Detail).
Derived from: Service_Real_Time.AnswerWaitTimeHalf
Handled30
The number of tasks associated with the service that we
re handled and that ended
during the current half-hour interval.
A task is counted as handled when the
task is finished. For example, the
CallsHandledTo5 field in the Service_Five_Minute table counts the number of tasks that
finished during the five-minute interval. The tasks might have been answered before
the interval began.
By contrast, a task is counted as answered as soon as it reaches an agent. Therefore,
the number of handled tasks and answered tasks during an interval is not necessarily
the same, but eventually each task is counted in both categories.
Derived from: Service_Real_Time.CallsHandledHalf
Ans30
The number of tasks associated with the service that we
re answered by agents during
the current half-hour interval.
Derived from: Service_Real_Time.CallsAnsweredHalf