Cisco Cisco IP Contact Center Release 4.6.2 User Guide
C H A P T E R
10-1
ICM WebView Online Help
10
Service Reports
This section describes:
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Service Database Tables
Service data is stored in the Service_Real_Time and Service_Half_Hour tables. To
arrive at daily values, ICM software sums the Service_Half_Hour rows for each day.
Enterprise service reports
An enterprise service is a collection of peripheral services, typically from several
contact centers. While each individual service is tied to a specific peripheral, an
enterprise service can span several peripherals.
For IPCC contact centers, an enterprise service is composed of one peripheral IVR
service and one or more peripheral agent services.
Note: Use the Call Type or Skill Group templates for obtaining queue data. For
more information, see
The following table lists the standard 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.