Cisco Systems ICM Software Version 4.5 - page 281

Real-Time and Historical Templates 281
8. Template Reference
Calls handled. The number of calls answered and finished for the route
during the half-hour interval. (Also provided as a percentage of the
total calls offered to the route during the half-hour interval.)
Calls abandoned. The number of calls during the half-hour interval in
which the caller hung up before being connected with an agent.
(Also provided as a percentage of the total calls offered to the route
during the half-hour interval.)
Example