Cisco Cisco Administrative Workstation Guida Utente
Description
Historical or
Real-Time
Real-Time
Template Name
Table summary of IVR half-hour service activity.
H
persvc20: Peripheral Service for IVR
Queue Half Hour
Queue Half Hour
Table summary of daily activity in the IVR service.
H
persvc21: Peripheral Service IVR
Queue Daily
Queue Daily
Table summary of IVR half-hour self-service activity.
H
persvc22: Peripheral Service IVR
Self-Service Half Hour
Self-Service Half Hour
Table summary of daily IVR self-service activity.
H
persvc23: Peripheral Service IVR
Self-Service Daily
Self-Service Daily
Table summary of agent task activity.
H
persvc24: Peripheral Service Agent
Half Hour
Half Hour
Table summary of daily agent task activity
H
persvc25: Peripheral Service Agent
Daily
Daily
Table summary of all peripheral service fields.
H
persvc26: Peripheral Service Historical
All Fields
All Fields
Array
Description
Historical or
Real-Time
Real-Time
Template Name
Bar graph of time (in seconds) for delays in queue, longest
task in queue, and ASA over last 5 minutes.
task in queue, and ASA over last 5 minutes.
R
entsvc01: Enterprise Service Queue
Delay Status Real Time
Delay Status Real Time
Stacked bar graph of the number of tasks on which agents
are talking and the number of tasks in queue.
are talking and the number of tasks in queue.
R
entsvc02: Enterprise Service Status
Real Time
Real Time
Table of tasks offered, handled, abandoned, and the effect
of abandoned tasks on service levels.
of abandoned tasks on service levels.
R
entsvc03: Effect of Abandoned Tasks
on Enterprise Service Levels
on Enterprise Service Levels
Table of task counts and service levels (since end of last
5-minute and half-hour intervals, and since midnight).
5-minute and half-hour intervals, and since midnight).
R
entsvc04: Enterprise Service Tasks
Trend Analysis Real Time
Trend Analysis Real Time
Pie chart of the percentage distribution of tasks offered since
the end of the last half-hour interval.
the end of the last half-hour interval.
R
entsvc05: Enterprise Service Tasks
Offered Over Half Hour
Offered Over Half Hour
Bar graph of service levels since the end of the last 5-minute
and half-hour intervals, and since midnight.
and half-hour intervals, and since midnight.
R
entsvc06: Enterprise Service Levels
Real Time
Real Time
Table that shows task counts, queue status, and service levels
in real-time and for the last 5 minutes.
in real-time and for the last 5 minutes.
R
entsvc07: Enterprise Service Tasks,
Averages and Service Levels Real
Time
Averages and Service Levels Real
Time
Table that shows task and queue status in real-time where
service/skillgroup mapping is available.
service/skillgroup mapping is available.
R
entsvc08: Task and Agent Status Real
Time
Time
Table that shows Service Array task counts, queue status,
and service levels in real-time and for the last 5 minutes.
and service levels in real-time and for the last 5 minutes.
R
entsvc09: Service Array Tasks,
Averages and Service Levels Real
Time
Averages and Service Levels Real
Time
Table summary of all real time enterprise service fields
R
entsvc23: Enterprise Service Real
Time All Fields
Time All Fields
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
177
List of All Unified ICM Report Templates
Service Templates