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Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

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ICM WebView Online Help 
Service Reports
persvc27: Peripheral Service Real Time All Fields Report
service level time expires. When performing service level calculations for a 
time period, the ICM software considers only tasks that had a service level 
event during that period. This ensures that each task is counted only once and 
during the appropriate time period.
Derived from: Service_Real_Time.ServiceLevelCallsOfferedTo5
Service Level 5 Tasks
The number of tasks to the service answered within the ICM service level 
during the current five-minute interval.
Derived from: Service_Real_Time.ServiceLevelCallsTo5
Service Level 5 5
ICM service level during the current five-minute interval.
Derived from: Service_Real_Time.ServiceLevelTo5
Talk Time5
The total talk time in seconds for tasks to the service ending during the 
current five-minute interval. 
Derived from: Service_Real_Time.TalkTimeTo5
Service Level Tasks Q Held
The number of tasks to the service currently queued for longer than the 
service level threshold.
Derived from: Service_Real_Time.ServiceLevelCallsQHeld
Answer Wait Time Today
The total of answer wait time in seconds for all incoming tasks to the service 
since midnight. 
Derived from: Service_Real_Time.AnswerWaitTimeToday
Handled Today
Running total of tasks handled for this service since midnight.
Derived from: Service_Real_Time.CallsHandledToday
Ans Today
The total number of tasks answered by service agents since midnight.
Derived from: Service_Real_Time.CallsAnsweredToday
Offered Today
Running total of incoming tasks plus internal tasks offered to this service since 
midnight. 
Derived from: Service_Real_Time.CallsOfferedToday