Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
Table 56: Sample VRU Service Reports - Not Applicable for System IPCC
Fields Affected by Call Flow
Service Report
This call affects the following fields:
persvc20: Peripheral Service for IVR
Queue Half Hour Report
Queue Half Hour Report
•
Tasks Offered. This field is incremented.
•
Service Level. This call is used in the Service Level calculation. Because the
call was answered within the service level threshold, it affects the Service
Level positively.
call was answered within the service level threshold, it affects the Service
Level positively.
•
Tasks Routed. This field is incremented.
Voice Calls that Redirect on No Answer with CVP
The following script is used for this example:
Figure 15: Routing Script for Redirection on No Answer with ISN
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 7: Sample Calls and Report Data
IPCC Enterprise Voice Call Reporting Data