Cisco Cisco IP Contact Center Release 4.6.2 Guida Utente
4-22
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
SL Aban Ignored
The ICM/IPCC Enterprise service level where abandoned tasks are ignored. The
calculation removes tasks abandoned after the service-level threshold for the half-hour
interval.
calculation removes tasks abandoned after the service-level threshold for the half-hour
interval.
Derived from: Service_Half_Hour.ServiceLevelCallsToHalf/
(Service_Half_Hour.ServiceLevelCallsOfferedToHalf -
Service_Half_Hour.ServiceLevelAbandToHalf)
(Service_Half_Hour.ServiceLevelCallsOfferedToHalf -
Service_Half_Hour.ServiceLevelAbandToHalf)
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_Half_Hour.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.
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.