Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

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.

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.