Cisco Cisco IPCC Web Option User Guide
IPCC Peripheral Service Report Templates
persvc23: Peripheral Service IVR Self-Service Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Tasks
Handled
Handled
The number of tasks that were connected to IVR ports for the service.
Derived from: Service_Half_Hour.CallsHandledtoHalf
Tasks
Aban
Aban
The number of tasks that disconnected while ringing on the IVR port for the service.
Derived from: Service_Half_Hour.CallsAbandQToHalf
Tasks Routed
The number of tasks routed by ICM software to the service during the half-hour
interval.
interval.
Derived from: Service_Half_Hour.CallsRoutedToHalf
AHT
The total time that all tasks spent in the IVR for the service divided by the Number of
Tasks Serviced.
Tasks Serviced.
Derived from: Service_Half_Hour.AvgHandleTimeToHalf
Total Aban Wait Time
The total wait time for all abandoned tasks assigned to the service, measured in
HH:MM:SS (hours, minutes, seconds) format. Starts when the task first enters this
service.
HH:MM:SS (hours, minutes, seconds) format. Starts when the task first enters this
service.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf
Avg Aban Wait
The total wait time of all abandoned tasks assigned to the service divided by the
number of abandoned tasks.
number of abandoned tasks.
Derived from: Service_Half_Hour.AvgDelayQAbandToHalf
Service Summary
A summary for each service for the interval.
Report Summary
A summary for all services for the interval.
persvc23: Peripheral Service IVR Self-Service Daily Report
Overview:
Subject
A table summary of daily IVR self-service activity
Note: This report displays the same data as the Persvc22 report,
except the data here is broken down by day instead of by half
hour.
except the data here is broken down by day instead of by half
hour.