Cisco Cisco E-Mail Manager Unity Integration Option User Guide
IPCC Peripheral Service Reports
4 IPCC Peripheral Service Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active or the Paused state for tasks associated with the service that ended during the
interval.
Active or the Paused state for tasks associated with the service that ended during the
interval.
Derived from: Service_Half_Hour.TalkTimeToHalf
AHT
The average handle time in HH:MM:SS (hours, minutes, seconds) of tasks associated
with the service ending in the half hour interval: HandleTimeToHalf /
CallsHandledToHalf.
with the service ending in the half hour interval: HandleTimeToHalf /
CallsHandledToHalf.
Derived from: Service_Half_Hour.AvgHandleTimeToHalf
Handle Time
The total handle time in HH:MM:SS (hours, minutes, seconds) of all tasks associated
with the service ending in the half hour interval.
with the service ending in the half hour interval.
Derived from: Service_Half_Hour.HandleTimeToHalf
*Short Tasks
The total number of tasks associated with the service in the half hour interval that were
too short to be considered abandoned.
too short to be considered abandoned.
A task is determined to be a short task if it is abandoned before the Abandoned Call
Wait Time expired. Short tasks are not considered abandoned and they are not
accounted for in any of the ICM abandoned tasks calculations. This field is dependent
on the AbandondedCallWaitTime threshold.
Wait Time expired. Short tasks are not considered abandoned and they are not
accounted for in any of the ICM abandoned tasks calculations. This field is dependent
on the AbandondedCallWaitTime threshold.
Derived from: Service_Half_Hour.ShortCallsToHalf
Ans
The total number of tasks associated with the service that were answered by agents in
the half hour interval.
the half hour interval.
Derived from: Service_Half_Hour.CallsAnsweredToHalf
*Longest Task Aban Time
The longest time a task associated with the service was in queue before being
abandoned in the half hour interval. Measured in HH:MM:SS (hours, minutes,
seconds).
abandoned in the half hour interval. Measured in HH:MM:SS (hours, minutes,
seconds).
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.
Derived from: Service_Half_Hour.LongestCallAbandTime
*Longest Task Delay Q Time
The longest time a task associated with the service was in queue before being
answered in the half hour interval. Measured in HH:MM:SS (hours, minutes, seconds).
answered in the half hour interval. Measured in HH:MM:SS (hours, minutes, seconds).
Derived from: Service_Half_Hour.LongestCallDelayQTime