Cisco Cisco IPCC Web Option User Guide
10-2
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Service Reports
Enterprise service reports
Table 10-1 Enterprise Service Templates
Template Name
Applicable
Environment
Environment
Type
Description
Standard ACD
real-time
bar graph
The time (in seconds) for delays
in queue, longest task in queue
and average speed of answer
(ASA) over the last five minutes.
Standard ACD
real-time
bar graph
The number of tasks on which
agents are talking and the
number of tasks in queue.
Standard ACD
real-time
table
Tasks offered, handled,
abandoned, and the effect of
abandoned tasks on service
levels.
Standard ACD
real-time
table
Task counts and service levels
since the end of last 5-minute
and half-hour intervals, and
since midnight.
Standard ACD
real time
pie chart
Percentage distribution of tasks
offered since the end of the last
half-hour interval.
Standard ACD
Real-Time
bar graph
Service levels since the end of
the last five-minute interval,
and half-hour interval, and since
midnight.
Standard ACD
real-time
table
Task counts, queue status, and
service level data for the last
five minutes.
Standard ACD
real-time
table
Task and queue status in
real-time where service/skill
group mapping is available.
Standard ACD
real-time
table
Service array task counts,
queue status, and service level
data for the last five minutes.
Standard ACD
historical
table
Daily task count totals, queue
delay-time totals, and service
level averages.
Standard ACD
historical
table
Half-hour task counts, queue
delay-time totals, and service
level totals.
Standard ACD
historical
bar graph
The number of tasks offered per
day.
Standard ACD
historical
bar graph
The number of tasks handled
per day.
Standard ACD
historical
bar graph
The number of tasks abandoned
per day.