Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC Peripheral Service Report Templates

persvc21: Peripheral Service IVR Queue Daily Report

persvc21: Peripheral Service IVR Queue Daily Report

The enterprise name of the peripheral service and its ID.

Derived from: Service.EnterpriseName + Service_Half_Hour.SkillTargetID

Date (no label)

The date when the record was generated in MM/DD/YYYY (month, day, year) format.

Derived from: Service_Half_Hour.DateTime

The number tasks that are sent to this service. 

Derived from: Service_Half_Hour.CallsOfferedtoHalf

Tasks to the service that disconnected within the abandon wait time threshold.

Derived from: Service_Half_Hour.ShortCallsToHalf

The total wait time of all abandoned tasks divided by number of abandoned tasks.

Derived from: Service_Half_Hour.AvgDelayQAbandToHalf 

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 and/or standard ACD (for IVR services)

Template type

Historical table

Default sort order

By Service.EnterpriseName and then by 
Service_Half_Hour.DateTime

Drilldowns available

Yes

Schema database 
tables

Service
Service_Half_Hour