Cisco Cisco IP Contact Center Release 4.6.1 User Guide
4-18
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
persvc25: Peripheral Service Agent Daily Report
See
for an illustration of this report.
Data:
Enterprise Name
The enterprise name of the peripheral service
Derived from: Service.EnterpriseName
Date (no label)
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Service_Half_Hour.DateTime
SL Aban Ignored
The ICM/IPCC Enterprise service level where abandoned tasks are ignored. The
calculation removes tasks abandoned after the service-level threshold for the half-hour
interval.
calculation removes tasks abandoned after the service-level threshold for the half-hour
interval.
Derived from: Service_Half_Hour.ServiceLevelCallsToHalf /
(Service_Half_Hour.ServiceLevelCallsOfferedToHalf
-Service_Half_Hour.ServiceLevelAbandToHalf )
(Service_Half_Hour.ServiceLevelCallsOfferedToHalf
-Service_Half_Hour.ServiceLevelAbandToHalf )
Overview:
Subject
A daily table summary of agent call activity in the selected
peripheral service(s)
Note: This report displays the same data as the Persvc24 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.
peripheral service(s)
Note: This report displays the same data as the Persvc24 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
Shows agent call activity in the selected services for the selected
time period.
Note: This report and the persvc24 report are 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.
time period.
Note: This report and the persvc24 report are 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.
Applicable environment
IPCC and/or ICM
(This report and the persvc24 report are applicable to agent
services only, not IVR services)
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