Cisco Cisco IP Contact Center Release 4.6.1 User Guide

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Service Reports

persvc06: Peripheral Service Service Levels Real Time Report

persvc06: Peripheral Service Service Levels Real Time Report

The enterprise name of the peripheral service
Derived from: Service.EnterpriseName

Service Level (last five minutes)

A measurement of how well you are meeting your goals for answering tasks. 

More precisely, the service level is the percentage of incoming tasks that are 

answered within a specified service level threshold. Three slightly different 

calculations can be used for the service level. Specifically, abandoned tasks 

can be accounted in three different ways:

Abandoned tasks ignored

Abandoned tasks have negative impact

Abandoned tasks have positive impact

ICM software keeps track of two different service levels: the peripheral service 

level is the service level as calculated by the peripheral; the ICM service level 

is the service level as calculated by the ICM system.
Derived from: Service_Real_Time.ServiceLevelTo5 

Title

The name you give it when you save the report

Subject

A bar graph of the selected peripheral services showing 

service levels since the end of the last five-minute interval, 

for the current half-hour interval, and since midnight.

Purpose

To show daily service levels.

Applicable 

environment

Standard ACD

Template type

Real-time bar graph

Default sort order

By peripheral service

Drilldowns available

No

Schema database 

table

Service

Service_Real_Time