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
Incoming30
The number of incoming tasks associated with the service
during the current half-hour
interval. Incoming tasks include only Inbound ACD tasks arriving on trunks (that is,
tasks that are not internally generated).
Derived from: Service_Real_Time.CallsIncomingHalf
Offered30
The number of incoming tasks plus internal tasks
offered to this service during the
current half-hour interval.
Offered tasks are the total number of incomin
g tasks and internal tasks sent to a
specific route, service, or skill group. In real-time data, a task is counted as offered as
soon as it is sent to a route or service. However, if the caller hangs up before the
abandoned task wait time has elapsed, that task is not counted as offered in the
historical (5-minute and 30-minute) data. This ensures that the number of tasks
offered is the same as the number answered plus the number abandoned.
Derived from: Service_Real_Time.CallsOfferedHalf
*Out30
The number of outbound tasks associated with the service during the current h
alf-hour
interval.
Derived from: Service_Real_Time.CallsOutHalf
*Terminated Other30
The number of tasks associated with the service but not otherwise accounted for during
the curr
ent half-hour 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.CallsTerminatedOtherHalf
Handle Time30
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with
the service that
ended during the current half-hour interval.
Derived from: Service_Real_Time.HandleTimeHalf
Service Level Half Aban
The number of tasks associated with the service aba
ndoned within the service level
threshold during the current half-hour interval.
Derived from: Service_Real_Time.ServiceLevelAbandHalf
Service Level Half Tasks
The number of tasks associated with the service answered within the service level
threshold during the curr
ent half-hour interval.
Derived from: Service_Real_Time.ServiceLevelCallsHalf