Cisco Cisco IP Contact Center Release 4.6.1 User Guide
IPCC Peripheral Service Report Templates
persvc24: Peripheral Service Agent Half Hour Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
AHT
The total time all tasks spent in the IVR for the service divided by Number of Tasks
Serviced.
Serviced.
Derived from: Service_Half_Hour.AvgHandleTimeToHalf
Total Aban Wait Time
The total wait time for all abandoned tasks assigned to the service, measured in
HH:MM:SS (hours, minutes, seconds) format. Starts when the task first enters this
service.
HH:MM:SS (hours, minutes, seconds) format. Starts when the task first enters this
service.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf
Avg Aban Wait
The total wait time of all abandoned tasks assigned to the service divided by the
number of abandoned tasks.
number of abandoned tasks.
Derived from: Service_Half_Hour.AvgDelayQAbandToHalf
Service Summary
A summary for each service for the interval.
Report Summary
A summary for all services for the interval.
persvc24: Peripheral Service Agent Half Hour Report
Overview:
Subject
A table summary of agent task activity in the selected service(s),
gathered in half-hour increments.
gathered in half-hour increments.
Purpose
To show agent task activity in the selected services for the selected
time period.
time period.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Applicable
environment
environment
IPCC and/or standard ACD
(This report and the persvc25 report are applicable to agent
services only, not IVR services)
(This report and the persvc25 report are applicable to agent
services only, not IVR services)
Template type
Historical table
Default sort order
By Service.EnterpriseName and then by the date and time.
Drilldowns available
Yes
Schema database
tables
tables
Service
Service_Half_Hour
Service_Half_Hour