Cisco Cisco IPCC Web Option User Guide
4-7
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 4 Peripheral and Peripheral Service Report Templates
IPCC Peripheral Service Reports
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persvc20: Peripheral Service for IVR Queue Half Hour Report
Overview:
Subject
A table summary of the activity in the IVR queue, gathered in
half-hour increments.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
half-hour increments.
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 IVR half-hour activity for the selected time period.
This report is intended for a Service Control IVR connected to
IPCC/ICM via a IVR PIM (not via a NIC). All calls must go to the
IVR before being seen by IPCC/ICM. That is, the call arrives at
the IVR, the IVR then sends a NewCall to the Router. The Router
runs a routing script that results in the customer getting a chance
to do self-service and then, if needed, talk to an agent.
For example, the routing script could send a RunScript to the IVR
that causes the IVR to run a IVR script that allows the customer
to do some self-service. Then if the customer makes a IVR script
selection that requires an agent, the IVR returns a RunScript
result to the Router that causes the Router to eventually find an
agent for the call (IPCC) or find an ACD to which to send the call
(ICM).
In addition the IVR must be one that can track the call after it
leaves the IVR and report to the IVR PIM when the call is
answered and when it is ended.
Finally Service Control Reporting and Queue Reporting must be
turned on in the IVR PIM with which the IVR is associated.
This report is intended for a Service Control IVR connected to
IPCC/ICM via a IVR PIM (not via a NIC). All calls must go to the
IVR before being seen by IPCC/ICM. That is, the call arrives at
the IVR, the IVR then sends a NewCall to the Router. The Router
runs a routing script that results in the customer getting a chance
to do self-service and then, if needed, talk to an agent.
For example, the routing script could send a RunScript to the IVR
that causes the IVR to run a IVR script that allows the customer
to do some self-service. Then if the customer makes a IVR script
selection that requires an agent, the IVR returns a RunScript
result to the Router that causes the Router to eventually find an
agent for the call (IPCC) or find an ACD to which to send the call
(ICM).
In addition the IVR must be one that can track the call after it
leaves the IVR and report to the IVR PIM when the call is
answered and when it is ended.
Finally Service Control Reporting and Queue Reporting must be
turned on in the IVR PIM with which the IVR is associated.
Note
Once an IVR service is established for a task, it cannot be
changed. If there is a need to distinguish between an
information gathering service rather than a queuing
service, then the task type report should be used because
the Call Type can be changed through the Requalify or Call
Type node.
changed. If there is a need to distinguish between an
information gathering service rather than a queuing
service, then the task type report should be used because
the Call Type can be changed through the Requalify or Call
Type node.
Applicable
environment
environment
IPCC and/or ICM (for IVR services)
Template type
Historical table
Default sort order
By Service.EnterpriseName, and
Service_Half_Hour.SkillTargetID and then by
Service_Half_Hour.DateTime
Service_Half_Hour.SkillTargetID and then by
Service_Half_Hour.DateTime
Drilldowns available
Yes
Schema database
tables
tables
Service
Service_Half_Hour