Cisco Cisco Administrative Workstation User Guide

Table summary of IVR half-hour service activity.

H

persvc20: Peripheral Service for IVR
Queue Half Hour

Table summary of daily activity in the IVR service.

H

persvc21: Peripheral Service IVR
Queue Daily

Table summary of IVR half-hour self-service activity.

H

persvc22: Peripheral Service IVR
Self-Service Half Hour

Table summary of daily IVR self-service activity.

H

persvc23: Peripheral Service IVR
Self-Service Daily

Table summary of agent task activity.

H

persvc24: Peripheral Service Agent
Half Hour

Table summary of daily agent task activity

H

persvc25: Peripheral Service Agent
Daily

Table summary of all peripheral service fields.

H

persvc26: Peripheral Service Historical
All Fields

Array

Bar graph of time (in seconds) for delays in queue, longest
task in queue, and ASA over last 5 minutes.

R

entsvc01: Enterprise Service Queue
Delay Status Real Time

Stacked bar graph of the number of tasks on which agents
are talking and the number of tasks in queue.

R

entsvc02: Enterprise Service Status
Real Time

Table of tasks offered, handled, abandoned, and the effect
of abandoned tasks on service levels.

R

entsvc03: Effect of Abandoned Tasks
on Enterprise Service Levels

Table of task counts and service levels (since end of last
5-minute and half-hour intervals, and since midnight).

R

entsvc04: Enterprise Service Tasks
Trend Analysis Real Time

Pie chart of the percentage distribution of tasks offered since
the end of the last half-hour interval.

R

entsvc05: Enterprise Service Tasks
Offered Over Half Hour

Bar graph of service levels since the end of the last 5-minute
and half-hour intervals, and since midnight.

R

entsvc06: Enterprise Service Levels
Real Time

Table that shows task counts, queue status, and service levels
in real-time and for the last 5 minutes.

R

entsvc07: Enterprise Service Tasks,
Averages and Service Levels Real
Time

Table that shows task and queue status in real-time where
service/skillgroup mapping is available.

R

entsvc08: Task and Agent Status Real
Time

Table that shows Service Array task counts, queue status,
and service levels in real-time and for the last 5 minutes.

R

entsvc09: Service Array Tasks,
Averages and Service Levels Real
Time

Table summary of all real time enterprise service fields

R

entsvc23: Enterprise Service Real
Time All Fields

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)