Cisco Cisco IPCC Web Option User Guide
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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
Avg Aban Wait
The average amount of time spent on the calls in the Tasks Aban column.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf/
Service_Half_Hour.CallsAbandQToHalf
Service_Half_Hour.CallsAbandQToHalf
Note
When ICM is connected with IPCC through an IPCC Gateway PG, this value is
incremented by any condition on the child that causes the call to terminate while in
the queue.
incremented by any condition on the child that causes the call to terminate while in
the queue.
Service Summary
A summary for each service for the interval.
Report Summary
A summary for all services for the interval.
persvc24: Peripheral Service Agent Half Hour Report
See
for an illustration of this report.
Overview:
Subject
A daily table summary of agent call activity in the selected
peripheral service(s).
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
peripheral service(s).
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
Shows agent call activity in the selected services for the selected
time period.
time period.
Note
The persvc24 report is applicable to agent services only
and are for IVRs that support Service Control and that
have queue reporting enabled. Calls that do not terminate
on an IVR port due to all port busy condition receive a busy
tone and are not counted within this report.
and are for IVRs that support Service Control and that
have queue reporting enabled. Calls that do not terminate
on an IVR port due to all port busy condition receive a busy
tone and are not counted within this report.
Applicable environment
IPCC and/or ICM
(This report is applicable only to agent services only, not IVR
services.)
(This report is applicable only to agent services only, not IVR
services.)
Template type
Historical table
Default sort order
By Service.EnterpriseName and then by the date and time.
Drilldowns available
Yes
Schema database
tables
tables
Service
Service_Half_Hour