Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide
4-10
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
Data:
Enterprise Name
The enterprise name of the peripheral service.
Derived from: Service.EnterpriseName
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
*Aban Short Tasks
The number of calls associated with this service that ended within the abandon wait
time threshold.
time threshold.
Derived from: Service_Half_Hour.ShortCallsToHalf
Avg Aban Wait
The average amount of time spend on the calls included 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
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
Template type
Historical table
Default sort order
By Service.EnterpriseName and then by
Service_Half_Hour.DateTime
Service_Half_Hour.DateTime
Drilldowns available
Yes
Schema database
tables
tables
Service
Service_Half_Hour
Service_Half_Hour