Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Service Reports

persvc27: Peripheral Service Real Time All Fields Report

The total handle time, in seconds, for completed outbound Preview tasks 

handled by agents for this service since midnight. 
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are 

taken from the Termination_Call_Detail records. The PreviewCallsTime value 

includes the time spent from the task being initiated to the time the agent 

completes after-task work time for the task. 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.PreviewCallsTimeToday

The total talk time, in seconds, for completed outbound Preview tasks handled 

by the service during the half-hour interval. 
This value includes the time spent from the task being initiated to the time the 

agent begins after-task work for the task. It is based on TalkTime from 

Termination_Call_Detail. It therefore includes the HoldTime associated with 

the task. PreviewCallsTalkTime is updated in the database when the after-task 

work time associated with the task (if any) has completed.
Derived from: Service_Real_Time.PreviewCallsTalkTimeHalf

The total talk time, in seconds, for completed outbound Preview tasks handled 

by the service during the current five-minute interval. 
This value includes the time spent from the task being initiated to the time the 

agent begins after-task work for the task. It is based on TalkTime from 

Termination_Call_Detail. It therefore includes the HoldTime associated with 

the task. PreviewCallsTalkTime is updated in the database when the after-task 

work time associated with the task (if any) has completed.
Derived from: Service_Real_Time.PreviewCallsTalkTimeTo5

The total talk time, in seconds, for completed outbound Preview tasks handled 

by agents for this service since midnight. 
This value includes the time spent from the task being initiated to the time the 

agent begins after-task work for the task. It is based on TalkTime from 

Termination_Call_Detail. It therefore includes the HoldTime associated with 

the task. PreviewCallsTalkTime is updated in the database when the after-task 

work time associated with the task (if any) has completed.
Derived from: Service_Real_Time.PreviewCallsTalkTimeToday

The total talk time, in seconds, for completed outbound Preview tasks handled 

by the service during the half-hour interval. 
This value includes the time spent from the task being initiated to the time the 

agent begins after-task work for the task. It is based on TalkTime from