Cisco Cisco IP Contact Center Release 4.6.1 User Guide

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Service Reports

persvc21: Peripheral Service IVR Queue Daily Report

Positive impact of abandoned tasks: service level =  (ServiceLevelCalls + 

ServiceLevelAband) /ServiceLevelCallsOffered

In the preceding calculations, ServiceLevelCallsOffered are all the tasks 

answered within the threshold. For example: all tasks answered within 5 

minutes.
Derived from: Service_Half_Hour.ServiceLevelToHalf

Tasks that were routed to agents.
Derived from: Service_Half_Hour.CallsRoutedToHalf

A summary for each service for the interval.

A summary for all services for the interval. 

persvc21: Peripheral Service IVR Queue Daily Report

Title

The name you give it when you save the report.

Subject

A table summary of the daily activity in the selected IVR 

queue(s)
Note: This report displays the same data as the Persvc20 

report, except the data here is broken down by day instead 

of by half hour.
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 daily IVR queue activity for the selected time period.
Note: This report is for IVR services that reside on IVR PGs 

that have Service Control reporting enabled and queue 

reporting enabled.

Applicable 

environment

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

Template type

Historical table

Default sort order

By service and then by date and time.

Drilldowns available

Yes

Schema database 

tables

Service

Service_Half_Hour