Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
4-20
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
HoldTime, and WorkTime associated with the task. The AvgHandleTime value is
updated in the database when the after-task work time associated with the task is
completed.
updated in the database when the after-task work time associated with the task is
completed.
Derived from: Service_Half_Hour.AvgHandleTimetoHalf
Completed Tasks Total Aban Wait Time
The time in HH:MM:SS (hours, minutes, seconds) for tasks to the service that were
abandoned in queue waited during the interval. These are tasks that existed in the
queue but were abandoned before being handled by an agent or trunk device.
abandoned in queue waited during the interval. These are tasks that existed in the
queue but were abandoned before being handled by an agent or trunk device.
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
*Completed Tasks Avg Aban Wait
The average delay time of tasks to the service abandoned in queue during the half-hour
interval.
interval.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf /
Service_Half_Hour.CallsAbandQToHalf
Service_Half_Hour.CallsAbandQToHalf
Service Summary
A summary of service activity for each service for the interval.
Report Summary
A summary of service activity for all services for the interval.
persvc26: Peripheral Service Historical All Fields Report
Overview:
Subject
A table of all the selected peripheral services listing all the
available peripheral-service half-hour report data for the selected
interval.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note: In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.
available peripheral-service half-hour report data for the selected
interval.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note: In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as Outbound
Option contain automated call data. In all other cases, outbound
calls are agent-dialed ones.