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Service Reports
persvc22: Peripheral Service IVR Self-Service Half Hour Report
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Positive impact of abandoned tasks: service level = (ServiceLevelCalls +
ServiceLevelAband) /ServiceLevelCallsOffered
In the preceding calculations, ServiceLevelCallsOffered are all the tasks
answered within the threshold. For example: all tasks answered within 5
minutes.
Derived from: Service_Half_Hour.ServiceLevelToHalf
Derived from: Service_Half_Hour.ServiceLevelToHalf
Routed to Agents
Tasks that were routed to agents.
Derived from: Service_Half_Hour.CallsRoutedToHalf
Derived from: Service_Half_Hour.CallsRoutedToHalf
Service Summary
A summary for each service for the interval.
Report Summary
A summary for all services for the interval.
persvc22: Peripheral Service IVR Self-Service Half Hour Report
Overview:
Title
The name you give it when you save the report.
Subject
A table summary of the activity of the selected IVR
self-service(s), gathered in half-hour increments
Purpose
Shows the activity for the selected IVR service(s) for the
selected time period.
Note: This report is for IVR services that reside on IVR PGs
Note: This report is for IVR services that reside on IVR PGs
that have Service Control reporting enabled and Queue
reporting disabled.
Applicable
environment
IPCC and/or standard ACD (for IVR services only, not for
agent services)
Template type
Historical table
Default sort order
By service and then by the date and time.
Drilldowns available
Yes
Schema database
tables
Service
Service_Half_Hour