Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi
4-19
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
SL Aban Positive
The ICM/IPCC Enterprise service level where abandoned tasks positively impact the
service level. This calculation treats abandoned tasks as though they were connected
within the service-level threshold for the half-hour interval.
service level. This calculation treats abandoned tasks as though they were connected
within the service-level threshold for the half-hour interval.
Derived from: (Service_Half_Hour.ServiceLevelCallsToHalf +
Service_Half_Hour.ServiceLevelAbandToHalf) /
Service_Half_Hour.ServiceLevelCallsOfferedToHalf
Service_Half_Hour.ServiceLevelAbandToHalf) /
Service_Half_Hour.ServiceLevelCallsOfferedToHalf
SL Aban Negative
The ICM/IPCC Enterprise service level where abandoned tasks negatively impact the
service level. This calculation treats abandoned tasks as though they had exceeded
the service-level threshold for the half-hour interval.
service level. This calculation treats abandoned tasks as though they had exceeded
the service-level threshold for the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelCallsToHalf /
Service_Half_Hour.ServiceLevelCallsOfferedToHalf
Service_Half_Hour.ServiceLevelCallsOfferedToHalf
Tasks
Offered
The total number of tasks that were sent to this service. Tasks Offered = Tasks Handled
+ Tasks Abandoned + Abandon Short Tasks.
+ Tasks Abandoned + Abandon Short Tasks.
Derived from: Service.CallsOfferedToHalf
Completed Tasks Tasks
Handled
The total tasks handled for the service during the half-hour interval.
Derived from: Service_Half_Hour.CallsHandledToHalf
Completed Tasks Tasks
Aband
The total number of tasks for the service abandoned while ringing on the IVR port.
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 during 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.
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.
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 during the half-hour interval.
counted as handled by the service during 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,
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,