Cisco Cisco IP Contact Center Release 4.6.2 User Guide
4-4
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 4 Peripheral and Peripheral Service Report Templates
About Peripheral Service Reports
DateTime
The ICM Central Controller date and time at the start of the half-hour interval.
Derived from: Peripheral_Half_Hour.DateTime
Derived from: Peripheral_Half_Hour.DateTime
*Calls Offered
The total number of incoming ACD calls and internal ACD calls offered to the peripheral
during the half-hour interval.
Derived from: Peripheral_Half_Hour.CallsOfferedToHalf
during the half-hour interval.
Derived from: Peripheral_Half_Hour.CallsOfferedToHalf
*Average Calls in Progress
The average number of calls in progress during the selected half-hour intervals. In the
following calculation, TotalCallsInProgressSamples is the total of
PeripheralRealTime.CallsInProgress at all sample points during the half-hour period. For
example, if there are 3 samples, and the number of calls in progress at those points in
time are 20, 25 and 15, then TotalCallsInProgressSamples is 60. The
NumberOfSamples is the number of calls-in-progress sample periods.
Derived from: (Peripheral_Half_Hour.TotalCallsInProgressSamples /
Peripheral_Half_Hour.NumberofSamples)
following calculation, TotalCallsInProgressSamples is the total of
PeripheralRealTime.CallsInProgress at all sample points during the half-hour period. For
example, if there are 3 samples, and the number of calls in progress at those points in
time are 20, 25 and 15, then TotalCallsInProgressSamples is 60. The
NumberOfSamples is the number of calls-in-progress sample periods.
Derived from: (Peripheral_Half_Hour.TotalCallsInProgressSamples /
Peripheral_Half_Hour.NumberofSamples)
*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
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