Cisco Cisco IP Contact Center Release 4.6.1 User Guide
C H A P T E R
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
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IPCC Peripheral Service Report Templates
About IPCC 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 IPCC Peripheral Service Templates
Click on the name of a IPCC 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.
information about the data in that report, and how the data is derived from the ICM
software's database.
Template
Type
Description
Peripheral Service Reports
real-time
A table summary of the activity in the
selected IVR service(s) within the selected
half-hour interval(s).
selected IVR service(s) within the selected
half-hour interval(s).
The persvc20 and persvc21
reports are for IVR services that
reside on IVR PGs that have Ser-
vice Control reporting enabled and
queue reporting enabled.
reports are for IVR services that
reside on IVR PGs that have Ser-
vice Control reporting enabled and
queue reporting enabled.
historical
A table summary of the daily activity in the
selected IVR service(s).
selected IVR service(s).