Cisco Cisco E-Mail Manager Unity Integration Option User Guide
4-8
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
Data:
Enterprise Name
The enterprise name of the peripheral service.
Derived from: Service.EnterpriseName
Date Time (no label)
The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month,
day, year, hour, minute, second) format.
day, year, hour, minute, second) format.
Derived from: Service_Half_Hour.DateTime
Tasks Offered
The total number of calls associated with this service that arrived at the IVR in the half
hour interval. Note that Tasks Offered is not the sum of Tasks Handled and Tasks
Abandoned. A call can be offered in one half hour and abandoned or answered in
another half hour.
hour interval. Note that Tasks Offered is not the sum of Tasks Handled and Tasks
Abandoned. A call can be offered in one half hour and abandoned or answered in
another half hour.
Derived from: Service_Half_Hour.CallsOfferedtoHalf
*Aban Short Tasks
The number of calls associated with this service that ended within the abandon wait
time threshold in the half hour interval.
time threshold in the half hour interval.
Derived from: Service_Half_Hour.ShortCallsToHalf
Avg Aban Wait
The average amount of time spend on the calls included in the Tasks Aban column in
the half hour interval.
the half hour interval.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf/
Service_Half_Hour.CallsAbandQToHalf
Service_Half_Hour.CallsAbandQToHalf
Note
When ICM is connected with IPCC through an IPCC Gateway PG, this value is
incremented by any condition on the child that causes the call to terminate while in
the queue.
incremented by any condition on the child that causes the call to terminate while in
the queue.
Tasks Aban
The number of calls associated with this service that completed in the half hour interval
that were either fully self-service, or were abandoned before self-service completed, or
were sent to an agent (regardless of whether self-service was performed first) and
abandoned before the agent answered.
that were either fully self-service, or were abandoned before self-service completed, or
were sent to an agent (regardless of whether self-service was performed first) and
abandoned before the agent answered.
Derived from: Service_Half_Hour.CallsAbandQToHalf
Note
When ICM is connected with IPCC through an IPCC Gateway PG, this value is
incremented by any condition on the child that causes the call to terminate while in
the queue.
incremented by any condition on the child that causes the call to terminate while in
the queue.