Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente

calling customers for the selected time
period for Outbound Option campaigns.
It also reports on the capacity and
utilization of the dialer peripherals.

Reports on the number of Outbound
Option campaign imports that started,

imprul10: Import Rule

ended, and were good and bad for the
half-hour interval.

Reports on the number of tasks offered,
number of abandoned short tasks,

persvc20: Peripheral Service Abandoned for IVR Queue Half Hour. There is
also a daily version of this report: persvc21.

number of abandoned tasks, average
abandon wait time, total abandon wait
time, service level, and number of tasks
routed to agents.

Reports on the number of tasks offered,
handled, abandoned, and routed to

persvc22: Peripheral Service IVR Self-Service Half Hour. There is also a daily
version of this report: persvc23.

agents as well as the average handle
time, average abandon wait time, and
total abandon wait time for half hour
intervals.

Reports on the total number of VRU
calls and, depending on whether you

caltyp35: VRU Call Type Analysis Half Hour. There is also a daily version of
this report.

have modified the VRUProgress
variables in your script, the number of
calls handled, not handled, opt out
unhandled, force transferred, script
transferred, and assisted within the
VRU Self-Service application for the
half-hour interval.

Reports on the number of calls offered
and in progress, the maximum number

periph06: VRU Peripheral Capacity

of calls in progress, and the active
routing client time for the VRU PG.
This report is not applicable in a System
IPCC or ARI environment.

The Role of the Default Skill Group in Reporting

The default skill group acts as a bucket to capture information about voice calls not routed by
IPCC routing scripts or if a skill group is not specified in a routing script. A default skill group
captures call statistics for calls that are not routed by an IPCC routing script. For example, if

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)