Cisco Cisco IP Contact Center Release 4.6.1 User Guide
4-5
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 4 Peripheral and Peripheral Service Report Templates
About Peripheral Service Reports
*Max Calls In Progress
The maximum number of calls in progress at any sample point during the reporting
period. This is implemented as the highest value of PeripheralRealTime.CallsInProgress
encountered during the above sampling.
Derived from: Peripheral_Half_Hour.MaxCallsInProgress
period. This is implemented as the highest value of PeripheralRealTime.CallsInProgress
encountered during the above sampling.
Derived from: Peripheral_Half_Hour.MaxCallsInProgress
Active Peripheral Data Time
The time in HH:MM:SS (hours, minutes, seconds) format that the associated Peripheral
Gateway was able to provide peripheral data services to the CallRouter during the half-
hour interval.
Derived from: Peripheral_Half_Hour.ActivePeripheralDataTimeToHalf
Gateway was able to provide peripheral data services to the CallRouter during the half-
hour interval.
Derived from: Peripheral_Half_Hour.ActivePeripheralDataTimeToHalf
Active Routing Client Time
The time in HH:MM:SS (hours, minutes, seconds) format that the associated Peripheral
Gateway was able to provide routing client support to the CallRouter during the half-
hour interval.
Derived from: Peripheral_Half_Hour.ActiveRoutingClientTimeToHalf
Gateway was able to provide routing client support to the CallRouter during the half-
hour interval.
Derived from: Peripheral_Half_Hour.ActiveRoutingClientTimeToHalf
Peripheral Summary
A summary of all field data for each peripheral.
Report Summary
A summary of all field data for all peripherals.
About Peripheral Service Reports
In an IPCC environment, calls are routed through IVRs rather than services. So most service
reports are not applicable in an IPCC environment. However, both in a standard ACD
environment and in an IPCC environment, contact centers can use the historical IVR
peripheral service reports and the historical IVR trunk group reports for measuring the
performance of your IVRs.
reports are not applicable in an IPCC environment. However, both in a standard ACD
environment and in an IPCC environment, contact centers can use the historical IVR
peripheral service reports and the historical IVR trunk group reports for measuring the
performance of your IVRs.
This section includes:
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Summary List of Peripheral Service Templates
Click on the name of a 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.
about the data in that report, and how the data is derived from the ICM software's
database.
Template
Type
Description
Peripheral Service Reports