Cisco Cisco E-Mail Manager Unity Integration Option User Guide
IPCC Peripheral Service Report Templates
persvc20: Peripheral Service for IVR Queue Half Hour Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Avg Aban Wait
The total wait time of all abandoned tasks divided by the number of abandoned tasks.
Derived from: Service_Half_Hour.AvgDelayQAbandToHalf
Tasks Aban
Tasks that disconnected while listening to the IVR, but before they were routed.
Derived from: Service_Half_Hour.CallsAbandQToHalf
Total Aban Wait Time
The total wait time for all abandoned tasks, measured in HH:MM:SS format (hours,
minutes, seconds). Starts when the task first enters the service.
minutes, seconds). Starts when the task first enters the service.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf
SL Aban Ignored
The ICM service level where abandoned tasks are ignored. The calculation removes
tasks abandoned after the service-level threshold for the half-hour interval.
tasks abandoned after the service-level threshold for the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelCallsHalf / (Service_Half_Hour.Ser-
viceLevelCallsOfferedHalf -Service_Half_Hour.ServiceLevelAbandHalf )
SL Aban Positive
The ICM service level where abandoned tasks positively impact the service level. This
calculation treats abandoned tasks as though they were connected within the
service-level threshold for the half-hour interval.
calculation treats abandoned tasks as though they were connected within the
service-level threshold for the half-hour interval.
Derived from: (Service_Half_Hour.ServiceLevelCallsHalf +
Service_Half_Hour.ServiceLevelAbandHalf) / Service_Half_Hour.ServiceLevel-
CallsOfferedHalf
SL Aban Negative
The ICM service level where abandoned tasks negatively impact the service level. This
calculation treats abandoned tasks as though they had exceeded the service-level
threshold for the half-hour interval.
calculation treats abandoned tasks as though they had exceeded the service-level
threshold for the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelCallsHalf / Service_Half_Hour.Ser-
viceLevelCallsOfferedHalf
Tasks Routed
The number of tasks routed by ICM software to the service during the half-hour
interval.
interval.
Derived from: Service_Half_Hour.CallsRoutedToHalf
Service Summary
A summary for each service for the interval.
Report Summary
A summary for all services for the interval.