User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Peripheral Service Report Templates persvc23: Peripheral Service IVR Self-Service Daily Report
Data:
Enterprise Name
The enterprise name of the peripheral service
Derived from: Service.EnterpriseName
Date (no label)
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Service_Half_Hour.DateTime
Tasks
Offered
The number of tasks sent to this service.
Derived from: Service_Half_Hour.CallsOfferedtoHalf
Tasks
Handled
The number of tasks that were connected to IVR ports for the service.
Derived from: Service_Half_Hour.CallsHandledtoHalf
Tasks
Aban
The number of tasks that disconnected while ringing on the IVR port for the service.
Derived from: Service_Half_Hour.CallsAbandQToHalf
Tasks Routed
The number of tasks routed by ICM software to the service during the half-hour
interval.
Derived from: Service_Half_Hour.CallsRoutedToHalf
Purpose To show the self-service activity for the selected IVR(s) for the
selected time period.
Note: This reports 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)
Template type Historical table
Default sort order By Service.EnterpriseName and then by the date and time.
Drilldowns available Yes
Schema database
tables
Service
Service_Half_Hour