User Guide

IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Out Today
The number of outbound tasks associated with the service since midnight.
Derived from: Service_Real_Time.CallsOutToday
*Terminated Other Today
The number of tasks associated with the service but not otherwise accounted for since
midnight. These are tasks that do not fit into the criteria for handled, abandoned, or
transferred tasks. They were terminated for other reasons, which may include drop/no
answer, forced busy, or timed out.
Derived from: Service_Real_Time.CallsTerminatedOtherToday
Handle Time Today
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with
the service since midnight.
Derived from: Service_Real_Time.HandleTimeToday
Service Level Today Aban
The number of tasks associated with the service that were abandoned within the ICM
service level threshold since midnight. For more on service levels, see
About_Service_Levels.
Derived from: Service_Real_Time.ServiceLevelAbandToday
Service Level Today Offered
The number of tasks associated with the service for which a service level event
occurred since midnight. For more on service levels, see About_Service_Levels.
Derived from: Service_Real_Time.ServiceLevelCallsOfferedToday
Service Level Today Tasks
The number of tasks associated with the service that were answered within the service
level threshold since midnight. For more on service levels, see About_Service_Levels.
Derived from: Service_Real_Time.ServiceLevelCallsToday
Service Level Today Today
The ICM service level for the service since midnight. For more on service levels, see
About_Service_Levels.
Derived from: Service_Real_Time.ServiceLevelToday
Talk Time Today
The total Talk time in HH:MM:SS (hours, minutes, seconds) for tasks associated with
the service since midnight.
Derived from: Service_Real_Time.TalkTimeToday
*Service Mode Indicator
The current mode of the service: 1=Day service; 2=Night service; 3=Closed with
answer; 4=Closed, no answer; 5=Transition, 6=Open, 13=Pilot Status Other. (This
field may also be used to encode overflow information for a Galaxy ACD.)
Derived from: Service_Real_Time.ServiceModeIndicator