Cisco Cisco IPCC Web Option User Guide

ICM WebView Online Help 

Service Reports

Service array reports

Service array reports

A service array is a collection of services, which might be associated with different 

VRUs, but are all associated with the same Peripheral Gateway (PG). You can route 

calls to a service array and let the PG choose among the member services.

A service array, being a collection of services, is also an enterprise service. But not 

all enterprise services are service arrays. 

Note: Use the Call Type or Skill Group templates for obtaining queue data. For 

more information, see 

.

The following table lists all the enterprise service report templates that WebView 

provides. You can click on the name of an enterprise service 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's database.

Standard ACD

real-time 

bar graph

Time (in seconds) for delays in 

queue, longest call in queue 

and average speed of answer 

(ASA) over the last five 

minutes.

Standard ACD

real-time 

bar graph

Number of calls on which 

agents are talking and the 

number of calls in queue.

Standard ACD

real-time 

table

Calls offered, handled, 

abandoned, and the effect of 

abandoned calls on service 

levels.

Standard ACD

real-time 

table

Call counts and service levels 

since end of last 5-minute and 

half-hour intervals, and since 

midnight.

Standard ACD

real time 

pie chart

Percentage distribution of calls 

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

Call counts, queue status, and 

service level data in real time 

and for the last five minutes.