Cisco Cisco IPCC Web Option User Guide
4-10
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
persvc21: Peripheral Service IVR Queue Daily Report
Overview:
Subject
A table summary of the daily activity in the selected IVR
queue(s).
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
queue(s).
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
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.
report, except the data here is broken down by day
instead of by half hour.
Purpose
To show daily IVR queue 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
This report is for IVR services that reside on IVR PGs that
have Service Control reporting enabled and queue
reporting enabled.
have Service Control reporting enabled and queue
reporting enabled.
Applicable
environment
environment
IPCC and/or ICM (for IVR services)
Template type
Historical table
Default sort order
By Service.EnterpriseName and then by
Service_Half_Hour.DateTime
Service_Half_Hour.DateTime
Drilldowns available
Yes
Schema database
tables
tables
Service
Service_Half_Hour