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
Tasks Offered
The total number of calls associated with this service that arrived at the IVR in the half
hour interval. Note that Tasks Offered is not the sum of Tasks Handled and Tasks
Abandoned. A call can be offered in one half hour and abandoned or answered in
another half hour.
hour interval. Note that Tasks Offered is not the sum of Tasks Handled and Tasks
Abandoned. A call can be offered in one half hour and abandoned or answered in
another half hour.
Derived from: Service_Half_Hour.CallsOfferedtoHalf
Tasks Handled
The number of calls associated with this service that left the IVR and were handled by
an agent in the half hour interval. This column is incremented in the half hour interval
when the call ends and the agent has completed any wrapup work for the call, which
may or may not be the same half hour interval in which the call left the IVR.
an agent in the half hour interval. This column is incremented in the half hour interval
when the call ends and the agent has completed any wrapup work for the call, which
may or may not be the same half hour interval in which the call left the IVR.
Derived from: Service_Half_Hour.CallsHandledtoHalf
Tasks Aban
The number of calls associated with this service that completed in the half hour interval
that were either fully self-service, or were abandoned before self-service completed, or
were sent to an agent (regardless of whether self-service was performed first) and
abandoned before the agent answered.
that were either fully self-service, or were abandoned before self-service completed, or
were sent to an agent (regardless of whether self-service was performed first) and
abandoned before the agent answered.
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.
Tasks Routed
The number of calls routed by the IPCC/ICM software to this IVR service in the half
hour interval. This is not the number of calls associated with the service that left the
IVR in the half hour interval.
hour interval. This is not the number of calls associated with the service that left the
IVR in the half hour interval.
Derived from: Service_Half_Hour.CallsRoutedToHalf
AHT
The average handle time for calls in the Tasks Handled column in the half hour interval.
Derived from: Service_Half_Hour.HandleTimeToHalf/
Service_Half_Hour.CallsHandledToHalf
Service_Half_Hour.CallsHandledToHalf
Total Aban Wait Time
The total amount of time spent on the calls in the Tasks Aban column in the half hour
interval.
interval.
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.
incremented by any condition on the child that causes the call to terminate while in
the queue.