Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Peripheral Service Reports
4 IPCC Peripheral Service Report Templates
*Short Tasks Time
The time accumulated by tasks associated with the service that were too short to be
counted as abandoned in the half hour interval. Measured in HH:MM:SS (hours,
minutes, seconds).
counted as abandoned in the half hour interval. Measured in HH:MM:SS (hours,
minutes, seconds).
Derived from: Service_Half_Hour.ShortCallsTimeToHalf
Forced Closed
The number of tasks associated with the service that were determined to be closed
following an interruption in data in the half hour interval.
following an interruption in data in the half hour interval.
Derived from: Service_Half_Hour.ForcedClosedCallsToHalf
Flow In
The number of tasks the peripheral flowed into this service in the half hour interval.
Derived from: Service_Half_Hour.OverflowInToHalf
Flow Out
The number of tasks the peripheral flowed out of this service in the half hour interval.
Derived from: Service_Half_Hour.OverflowOutToHalf
Hold Time
The hold time for tasks to the service that ended in the half hour interval. Measured in
HH:MM:SS (hours, minutes, seconds).
HH:MM:SS (hours, minutes, seconds).
Derived From: Service_Half_Hour.HoldTimeToHalf
*Blind Transfer Out
The number of tasks that were blind transferred out by agents in this service in the half
hour interval.
hour interval.
Derived From: Service_Half_Hour.BlindTransfersOutToHalf
Recovery Day
A value used internally by ICM software to track virtual time.
Derived From: Service_Half_Hour.RecoveryDay
Recovery Key
A value used internally by ICM software to track virtual time.
Derived From: Service_Half_Hour.RecoveryKey
Missing Tasks
The number of tasks whose Start Task Timeout Period expired in this half-hour interval.
Derived From: Service_Half_Hour.NumMissingTasks
SL Type
The default value that indicates how ICM software calculates the service level (that is,
how it handles abandoned calls in calculating the service level). You can override this
default for individual services.
how it handles abandoned calls in calculating the service level). You can override this
default for individual services.
Derived From: Service_Half_Hour.ServiceLevelType