Cisco Cisco E-Mail Manager Unity Integration Option User Guide
10-101
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Service Reports
persvc27: Peripheral Service Real Time All Fields Report
after-task work for the task. It is based on TalkTime from
Termination_Call_Detail. It therefore includes the HoldTime associated with
the task. AutoOutCallsTalkTime is updated in the database when the after-task
work time associated with the task (if any) has completed.
Derived from: Service_Real_Time.AutoOutCallsTalkTimeHalf
Derived from: Service_Real_Time.AutoOutCallsTalkTimeHalf
*Auto Out Tasks Hold Time 5
The total handle time, in seconds, for completed AutoOut (predictive) tasks
handled by agents for this service for the current 5 minutes. Handle time
includes WorkTime, TalkTime, and HoldTime, all of which are taken from the
Termination_Call_Detail record. The value is updated in the database when
the after-task work time associated with the task (if any) has completed.
Derived from: Service_Real_Time.AutoOutCallsOnHoldTimeTo5
Derived from: Service_Real_Time.AutoOutCallsOnHoldTimeTo5
*Auto Out Tasks Hold Time Today
The total number of seconds AutoOut (predictive) tasks were placed on hold
by agents for this service since midnight. This data element is based on
HoldTime from the Termination_Call_Detail record. The value is updated in the
database when the after-task work associated with the task (if any) has
completed.
Derived from: Service_Real_Time.AutoOutCallsOnHoldTimeToday
Derived from: Service_Real_Time.AutoOutCallsOnHoldTimeToday
*Auto Out Tasks Hold Time 30
The total number of seconds that AutoOut (predictive) tasks were placed on
hold by agents in the skill group during the half-hour interval. This data
element is based on HoldTime from the Termination_Call_Detail record. The
value is updated in the database when the after-task work associated with the
task (if any) has completed.
Derived from: Service_Real_Time.AutoOutCallsOnHoldTimeHalf
Derived from: Service_Real_Time.AutoOutCallsOnHoldTimeHalf
*Preview Tasks Now
The current number of agents talking on outbound Preview tasks for the
service.
Derived from: Service_Real_Time.PreviewCallsNow
Derived from: Service_Real_Time.PreviewCallsNow
*Preview Tasks 5
The total number of outbound Preview tasks made by agents for the service
during the current five-minute interval. The value is updated in the database
when the after-task work time associated with the task (if any) has
completed.
Derived from: Service_Real_Time.PreviewCallsTo5
Derived from: Service_Real_Time.PreviewCallsTo5