Cisco Cisco IP Contact Center Release 4.6.2 Guida Utente
4-19
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 4 Peripheral and Peripheral Service Report Templates
IPCC Peripheral Service Reports
Data:
Enterprise Name
The enterprise name of the peripheral service
Derived from: Service.EnterpriseName
DateTime (no label)
The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month,
day, year, hour, minute, second) format.
day, year, hour, minute, second) format.
Derived from: Service_Half_Hour.DateTime
Service Level
The ICM/IPCC Enterprise service level in the half hour interval.
Derived from: Service_Half_Hour.ServiceLevelToHalf
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_Half_Hour.CallsOfferedToHalf
Completed Tasks: Tasks Handled
The total tasks handled for the service in the half hour interval.
Derived from: Service_Half_Hour.CallsHandledToHalf
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.
Derived from: Service_Half_Hour.CallsAbandQToHalf
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.
*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