Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi

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Service Reports

persvc20: Peripheral Service for IVR Queue Half Hour Report

The name of the enterprise service and its ID.
Derived from: Service.EnterpriseName + Service_Half_Hour.SkillTargetID

Date Time (no label)

The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS 

(month, day, year, hour, minute, second) format.
Derived from: Service_Half_Hour.DateTime

The number of incoming tasks that came into this service. Tasks Offered = 

Abandon Short Tasks + Tasks Abandoned + Routed to Agents.
Derived from: Service_Half_Hour.CallsOfferedtoHalf

Tasks that disconnected within the abandon wait time threshold.
Derived from: Service_Half_Hour.ShortCallsToHalf

The total wait time of all abandons divided by number of abandoned tasks.
Derived from: Service_Half_Hour.AvgDelayQAbandToHalf 

Tasks that disconnected while listening to IVR, but before they were routed to 

agents.
Derived from: Service_Half_Hour.CallsAbandQToHalf

The total wait time for all abandoned tasks, measured in HH:MM:SS format 

(hours, minutes, seconds). Starts when the task first enters this service.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf

Depends on Service level type defined at the service. There are three different 

ways for calculating service level based on the Effect of Abandoned tasks on 

the service level configuration parameter:

Ignore abandoned tasks: service level = 

ServiceLevelCalls/(ServiceLevelCallsOffered – ServiceLevelAband)

Negative impact of abandoned tasks: service level = ServiceLevelCalls/ 

(ServiceLevelCallsOffered )