Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi
4-17
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
Completed Tasks Tasks
Aban
The total number of tasks for the service abandoned while ringing on the IVR port in
the half hour interval.
the half hour interval.
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
*Completed Tasks Aban Short Tasks
The total number of tasks to the service in the half hour interval that were too short to
be considered abandoned. A task is determined to be a short task if it is abandoned
before the Abandoned Call Wait Time expired. Short tasks are not considered
abandoned and they are not accounted for in any of the ICM abandoned tasks
calculations.
be considered abandoned. A task is determined to be a short task if it is abandoned
before the Abandoned Call Wait Time expired. Short tasks are not considered
abandoned and they are not accounted for in any of the ICM abandoned tasks
calculations.
Derived from: Service_Half_Hour.ShortCallsToHalf
Completed Tasks AHT
The average handled task time in HH:MM:SS (hours, minutes, seconds) for tasks
counted as handled by the service in the half hour interval.
counted as handled by the service in the half hour interval.
HandleTime is tracked only for inbound ACD tasks that are counted as handled for the
service. HandleTime is the time spent from the task being answered by the agent to the
time the agent completed after-task work time for the task. This includes any TalkTime,
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.
service. HandleTime is the time spent from the task being answered by the agent to the
time the agent completed after-task work time for the task. This includes any TalkTime,
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.
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 in the half hour 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 in the half hour 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 in 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 in the half hour interval.
Report Summary
A summary of service activity for all services in the half hour interval.