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

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Service Reports
persvc27: Peripheral Service Real Time All Fields Report
 
agent begins after-task work for the task. It is based on TalkTime from 
Termination_Call_Detail. It therefore includes the HoldTime associated with 
the task. ReserveCallsTalkTime is updated in the database when the after-task 
work time associated with the task (if any) has completed. 
Derived from: Service_Real_Time.ReserveCallsTalkTimeHalf
*Reserve Tasks Hold Time 5
The total number of seconds agent reservation tasks were placed on hold by 
agents for this service during the five-minute interval. This data element is 
based on HoldTime from the Termination_Call_Detail record. The value is 
updated in the database when the after-task work associated with the task (if 
any) has completed.
Derived from: Service_Real_Time.ReserveCallsOnHoldTimeTo5
*Reserve Tasks Hold Time Today
The total number of agent reservation tasks were placed on hold by agents for 
this service since midnight. This data element is based on HoldTime from the 
Termination_Call_Detail record. The value is updated in the database when 
the after-task work associated with the task (if any) has completed. 
Derived from: Service_Real_Time.ReserveCallsOnHoldTimeToday
*Reserve Tasks Hold Time 30
The total number of seconds agent reservation tasks were placed on hold by 
agents for the service during the half-hour interval. This data element is based 
on HoldTime from the Termination_Call_Detail record. The value is updated in 
the database when the after-task work associated with the task (if any) has 
completed. 
Derived from: Service_Real_Time.ReserveCallsOnHoldTimeHalf
Hold Time 5
The total hold or paused time in seconds for tasks to the service that ended 
during the current five-minute interval. 
Derived from: Service_Real_Time.HoldTimeTo5
Hold Time Today
The total hold or paused time in seconds for tasks to the service that ended 
since midnight. 
Derived from: Service_Real_Time.HoldTimeToday
Hold Time 30
The total hold or paused time in seconds for tasks to the service that ended 
during the current half-hour interval. 
Derived from: Service_Real_Time.HoldTimeHalf