Cisco Cisco IP Contact Center Release 4.6.1 User Guide
4-16
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 4 Peripheral and Peripheral Service Report Templates
IPCC Peripheral Service Reports
Avg Aban Wait
The average amount of time spent on the calls in the Tasks Aban column.
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.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
See
for an illustration of this report.
Data:
Enterprise Name
The enterprise name of the peripheral service
Derived from: Service.EnterpriseName
DateTime (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
Service Level
The ICM/IPCC Enterprise service level in the half hour interval. See
About_Service_Levels for the three different types of service levels you can configure
for this report.
About_Service_Levels for the three different types of service levels you can configure
for this report.
Derived from: Service_Half_Hour.ServiceLevelToHalf
Tasks Offered
The total number of tasks that were sent to this service. Tasks Offered = Tasks Handled
+ Tasks Abandoned + Abandon Short Tasks.
+ Tasks Abandoned + Abandon Short Tasks.
Derived from: Service_Half_Hour.CallsOfferedToHalf
Completed Tasks Tasks
Handled
Handled
The total tasks handled for the service in the half hour interval.
Derived from: Service_Half_Hour.CallsHandledToHalf