Cisco Cisco IPCC Web Option User Guide

ICM WebView Online Help 

Peripheral, Route, and Routing Client Reports

Route reports

The number of tasks to the peripheral abandoned within the service level 

threshold during the half-hour interval. 
Derived from: Peripheral_Half_Hour.ServiceLevelAbandToHalf 

The ICM software service level for the peripheral during the half-hour interval. 
Derived from: Peripheral_Half_Hour.ServiceLevelToHalf 

Route reports

You can report on many types of task statistics for routes, such as the number of 

tasks in progress, tasks in queue, or tasks handled (either in real-time or over a 

specified period of time). 

All real-time templates for routes take data from the Route_Real_Time table. All 

historical templates for routes take data from the Route_Half_Hour table. To arrive 

at daily values, WebView sums the Route_Half_Hour rows for each day.

The following table lists all the ICM route report templates that WebView provides. 

You can click on the name of a route report in the following table to see more 

detailed information about the data in that report, and how the data is derived 

from the ICM software database.

Standard ACD

real-time 

bar graph

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 in progress 

versus the number of tasks in 

queue.

Standard ACD

real-time 

table

The number of tasks offered, 

handled, abandoned, and the 

effect of abandoned tasks on 

service levels.

Standard ACD

real-time 

table

Task counts and service levels 

(since end of last 5-minute and 

half-hour intervals, and since 

midnight).