Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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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
Date (no label)
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Service_Half_Hour.DateTime
Tasks Offered
The total number of calls associated with this service that arrived at the IVR in this half
hour. 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. 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
Tasks Handled
The number of calls associated with this service that left the IVR and were handled by
an agent in this half hour. This column is incremented in the half hour interval when
the call ends and the agent has completed any wrapup work for the call, which may or
may not be the same half hour interval in which the call left the IVR.
an agent in this half hour. This column is incremented in the half hour interval when
the call ends and the agent has completed any wrapup work for the call, which may or
may not be the same half hour interval in which the call left the IVR.
Derived from: Service_Half_Hour.CallsHandledtoHalf
Tasks Aban
The number of calls associated with this service that completed in this half hour 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.
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.
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.CallsAbandQToHalf
Tasks Routed
The number of calls routed by the IPCC/ICM software to this IVR service in this half
hour. This is not the number of calls associated with the service that left the IVR in this
half hour.
hour. This is not the number of calls associated with the service that left the IVR in this
half hour.
Derived from: Service_Half_Hour.CallsRoutedToHalf
AHT
The average handle time for calls in the Tasks Handled column.
Derived from: Service_Half_Hour.AvgHandleTimeToHalf
Total Aban Wait Time
The total 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.DelayQAbandTimeToHalf