Cisco Cisco IP Contact Center Release 4.6.1 User Guide
4-9
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
IPCC Peripheral Service Reports
Tasks Routed
The number of calls routed by the IPCC/ICM software to this IVR service in the half
hour interval. This does not equal the number of calls associated with the service that
left the IVR in this half hour..
hour interval. This does not equal the number of calls associated with the service that
left the IVR in this half hour..
Derived from: Service_Half_Hour.CallsRoutedToHalf
Service Summary
A summary for each service for the interval.
Report Summary
A summary for all services for the interval.
persvc21: Peripheral Service IVR Queue Daily Report
Overview:
Subject
A table summary of the daily activity in the selected IVR
queue(s)
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.
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)
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.
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 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.
Note: This report is for IVR services that reside on IVR PGs that
have Service Control reporting enabled and queue reporting
enabled.
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.
Applicable
environment
environment
IPCC and/or ICM (for IVR services)