Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente
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ICM WebView Online Help
Service Reports
Peripheral service reports
Peripheral service reports
A peripheral service is a service that is tied to a specific peripheral (ACD, PBX,
IVR) in the contact center enterprise. A single peripheral might have several
services defined such as Sales, Technical Support, and Customer Accounts.
Note: Use the Call Type or Skill Group templates for obtaining queue data. For
more information, see
.
The following table lists all the ICM peripheral service report templates that
WebView provides. You can click on the name of a peripheral service report in the
following table to see more detailed information about the data in that report, and
how the data is derived from the ICM software's database.
Table 10-2 Peripheral Service Templates
Template Name
Applicable
Environment
Environment
Type
Description
Standard ACD
real-time
bar graph
Time (in seconds) for delays in
queue, longest task in queue,
and average speed of answer
(ASA) over the last five
minutes.
Standard ACD
real-time
bar graph
Number of tasks on which
agents are talking and the
number of tasks in queue.
Standard ACD
real-time
table
Calls offered, handled,
abandoned, and the effect of
abandoned tasks on service
levels.
Standard ACD
real-time
table
Call counts and service levels
since end of last 5-minute and
half-hour intervals, and since
midnight.
Standard ACD
real time
Pie Chart
Percentage distribution of
tasks offered since the end of
the last half-hour interval.
Standard ACD
real-time
bar graph
Service levels since the end of
the last five-minute interval,
for the current half-hour
interval, and since midnight.
Standard ACD
real-time
table
Call counts, queue status, and
service level data in real time
and for the last five-minutes.
Standard ACD
real-time
table
Current task and queue status
where service/skill group
mapping is available.