Cisco Cisco IP Contact Center Release 4.6.1 User Guide

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Service Reports

persvc22: Peripheral Service IVR Self-Service Half Hour 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. 

persvc22: Peripheral Service IVR Self-Service Half Hour Report

Title

The name you give it when you save the report.

Subject

A table summary of the activity of the selected IVR 

self-service(s), gathered in half-hour increments

Purpose

Shows the activity for the selected IVR service(s) 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 disabled.

Applicable 

environment

IPCC and/or standard ACD (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