Cisco Cisco IPCC Web Option User Guide

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Service Reports

persvc20: Peripheral Service for IVR Queue Half Hour Report

The percentage of the time that agents spent in the Not Ready and Busy Other 

states.
Derived from: (Skill_Group_Half_Hour.LoggedOnTimeToHalf - 

Skill_Group_Half_Hour.AvailTimeToHalf - 

Skill_Group_Half_Hour.TalkTimeToHalf - 

Skill_Group_Half_Hour.WorkReadyTimeToHalf) * 1.0 / 

Skill_Group_Half_Hour.LoggedOnTimeToHalf

The total of each field for a peripheral service. 

The total of each field for all peripheral services.

persvc20: Peripheral Service for IVR Queue Half Hour Report

Title

The name you give it when you save the report.

Subject

A table summary of the activity in the IVR queue, gathered in 

half-hour increments.
Fields applicable to a voice domain only are prefixed with an 

asterisk (*). Such fields are not applicable for e-mail or 

collaboration media.

Purpose

To show IVR half-hour activity for the selected time period.
This report is for IVR services that reside on IVR PGs that 

have Service Control reporting enabled and queue reporting 

enabled.
Note: Once an IVR service is established for a task, it cannot 

be changed. If there is a need to distinguish between an 

information gathering service rather than a queuing service, 

then the task type report should be used because the Call 

Type can be changed through the Requalify or Call Type node.

Applicable 

environment

IPCC (for IVR services only, not for agent services)

Template type

Historical table

Default sort order

By service and then by the date and time.

Drilldowns available

Yes

Schema database 

tables

Service

Service_Half_Hour