Cisco Cisco IP Contact Center Release 4.6.2 Guida Utente

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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
*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. 
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. 
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. 
Derived from: Service_Half_Hour.HandleTimeToHalf/ 
Service_Half_Hour.CallsHandledToHalf
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 during the interval. These are tasks that existed in the 
queue but were abandoned before being handled by an agent or trunk device.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf
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.
*Completed Tasks Avg Aban Wait
The average delay time of tasks to the service abandoned in queue during the half-hour 
interval. 
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf/ 
Service_Half_Hour.CallsAbandQToHalf 
Service Summary
A summary of service activity for each service for the interval.
Report Summary
A summary of service activity for all services for the interval.