Cisco Cisco IP Contact Center Release 4.6.2 User Guide
10-73
ICM WebView Online Help
Service Reports
persvc02: Peripheral Service Status Real Time Report
persvc02: Peripheral Service Status Real Time Report
Data:
Service
The enterprise name for the service
Derived from: Service.EnterpriseName
Derived from: Service.EnterpriseName
Talking
The number of tasks for the service or route on which agents are talking (in
the Active state). The Talking state tracks agents who are in either the Talking
In, Talking Out, or Talking Other states or are working on an incoming task
(now or during an interval). The time agents spend in each of these states is
tracked individually. A more general database table tasked TalkTime sums the
time that agents spend in any of the talking states.
Derived from: Service_Real_Time.AgentsTalking
Derived from: Service_Real_Time.AgentsTalking
*Tasks in Queue
The number of tasks to the service or route that are in queue at the
peripheral.
Derived from: Service_Real_Time.CallsQNow
Derived from: Service_Real_Time.CallsQNow
Overview:
Title
The name you give it when you save the report
Subject
A bar graph of the selected peripheral services showing the
number of tasks on which agents are talking and the number
of tasks in queue.
Fields applicable to a voice domain only are prefixed with an
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 see current peripheral service activity
Applicable
environment
Standard ACD
Template type
Real-time bar graph
Default sort order
By the peripheral service
Drilldowns available
No
Schema database
table
Service
Service_Real_Time