Cisco Cisco IPCC Web Option Mode D'Emploi
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Service Reports
persvc23: Peripheral Service IVR Self-Service Daily Report
Date (no label)
The date when the record was generated in MM/DD/YY (month, day, year)
format.
Derived from: Service_Half_Hour.DateTime
Derived from: Service_Half_Hour.DateTime
Tasks
Offered
Offered
The number of incoming tasks that came into this service. Tasks Offered =
Tasks Abandon + Routed to agent.
Derived from: Service_Half_Hour.CallsOfferedtoHalf
Derived from: Service_Half_Hour.CallsOfferedtoHalf
Tasks
Handled
The number of tasks that were connected to IVR ports.
Derived from: Service_Half_Hour.CallsHandledtoHalf
Derived from: Service_Half_Hour.CallsHandledtoHalf
Tasks
Aban
Aban
The number of tasks that disconnected while ringing on the IVR port.
Derived from: Service_Half_Hour.CallsAbandQToHalf
Derived from: Service_Half_Hour.CallsAbandQToHalf
Routed to Agents
The number of tasks that required agent intervention.
Derived from: Service_Half_Hour.CallsRoutedToHalf
Derived from: Service_Half_Hour.CallsRoutedToHalf
AHT
The total time all tasks spent in the IVR divided by Number of Tasks Serviced.
Derived from: Service_Half_Hour.AvgHandleTimeToHalf
Derived from: Service_Half_Hour.AvgHandleTimeToHalf
Total Aban Wait Time
The total wait time for all abandoned tasks, measured in HH:MM:SS (hours,
minutes, seconds) format. Starts when the task first enters this service.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf
Avg Aban Wait
The total wait time of all abandoned tasks divided by the number of
abandoned tasks.
Derived from: Service_Half_Hour.AvgDelayQAbandToHalf
Derived from: Service_Half_Hour.AvgDelayQAbandToHalf
Service Summary
A summary for each service for the interval.