Cisco Cisco Unified Contact Center Enterprise 9.0(2) ユーザーガイド
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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
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.
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 Routed
The number of calls routed by the IPCC/ICM software to this IVR service in this half
hour. This does not equal the number of calls associated with the service that left the
IVR in this half hour.
hour. This does not equal the number of calls associated with the service that left the
IVR in this half hour.
Derived from: Service_Half_Hour.CallsRoutedToHalf
Service Summary
A summary for each service for the interval.
Report Summary
A summary for all services for the interval.