Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario
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Service Reports
persvc26: Peripheral Service Historical All Fields Report
*Trans Out
The number of tasks transferred out of the service during the half-hour
interval.
Derived from: Service_Half_Hour.TransferOutCallsToHalf
Derived from: Service_Half_Hour.TransferOutCallsToHalf
Routed
The total tasks routed to the service during the half-hour interval.
Derived from: Service_Half_Hour.CallsRoutedToHalf
Derived from: Service_Half_Hour.CallsRoutedToHalf
*Aban Queue
The number of tasks abandoned in queue for the service during the half-hour
interval.
Derived from: Service_Half_Hour.CallsAbandQToHalf
Derived from: Service_Half_Hour.CallsAbandQToHalf
*Periph Service Level
Peripheral service level during the half-hour interval.
Derived from: Service_Half_Hour.PeriphServiceLevelToHalf
Derived from: Service_Half_Hour.PeriphServiceLevelToHalf
*Periph Service Level Tasks
The number of tasks to the service answered within the service level, as
counted by the peripheral, during the half-hour interval.
Derived from: Service_Half_Hour.PeriphServiceLevelCallsToHalf
Derived from: Service_Half_Hour.PeriphServiceLevelCallsToHalf
Service Level
The ICM software service level for the service during the half-hour interval.
There are three different ways for calculating service level based on the Effect
There are three different ways for calculating service level based on the Effect
of Abandoned tasks on the service level configuration parameter:
–
Ignore abandoned tasks: service level =
ServiceLevelCalls/(ServiceLevelCallsOffered – ServiceLevelAband)
–
Negative impact of abandoned tasks: service level = ServiceLevelCalls/
(ServiceLevelCallsOffered )
–
Positive impact of abandoned tasks: service level = (ServiceLevelCalls +
ServiceLevelAband) /ServiceLevelCallsOffered
In the preceding calculations, ServiceLevelCallsOffered are all the tasks
answered within the threshold. For example: all tasks answered within 5
minutes.
Derived from: Service_Half_Hour.ServiceLevelToHalf
Derived from: Service_Half_Hour.ServiceLevelToHalf
Service Level Tasks
The total of tasks to the service answered within the ICM service level
threshold during the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelCallsToHalf
Derived from: Service_Half_Hour.ServiceLevelCallsToHalf