Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド

ICM WebView Online Help 

Service Reports

persvc27: Peripheral Service Real Time All Fields Report

Termination_Call_Detail. It therefore includes the HoldTime associated with 

the task. PreviewCallsTalkTime is updated in the database when the after-task 

work time associated with the task (if any) has completed. 
Derived from: Service_Real_Time.PreviewCallsTalkTimeHalf

The total number of seconds outbound Preview tasks were placed on hold by 

agents for this service during the five-minute interval. 
This data element is based on HoldTime from the Termination_Call_Detail 

record. The value is updated in the database when the after-task work 

associated with the task (if any) has completed. 
Derived from: Service_Real_Time.PreviewCallsOnHoldTimeTo5

The total number of seconds outbound Preview tasks were placed on hold by 

agents for this service since midnight. 
This data element is based on HoldTime from the Termination_Call_Detail 

record. The value is updated in the database when the after-task work 

associated with the task (if any) has completed. 
Derived from: Service_Real_Time.PreviewCallsOnHoldTimeToday

The total number of seconds outbound Preview tasks were placed on hold by 

agents for this service during the half-hour interval. 
This data element is based on HoldTime from the Termination_Call_Detail 

record. The value is updated in the database when the after-task work 

associated with the task (if any) has completed. 
Derived from: Service_Real_Time.PreviewCallsOnHoldTimeHalf

The current number of agents talking on agent reservation tasks for the 

service. 
Derived from: Service_Real_Time.ReserveCallsNow

The total number of agent reservation tasks made by agents for this service 

during the current five-minute interval. The value is updated in the database 

when the after-task work time associated with the task (if any) has 

completed. 
Derived from: Service_Real_Time.ReserveCallsTo5