User Guide

DescriptionHistorical or
Real-Time
Template Name
Table summary of IVR half-hour service activity.Hpersvc20: Peripheral Service for IVR
Queue Half Hour
Table summary of daily activity in the IVR service.Hpersvc21: Peripheral Service IVR
Queue Daily
Table summary of IVR half-hour self-service activity.Hpersvc22: Peripheral Service IVR
Self-Service Half Hour
Table summary of daily IVR self-service activity.Hpersvc23: Peripheral Service IVR
Self-Service Daily
Table summary of agent task activity.Hpersvc24: Peripheral Service Agent
Half Hour
Table summary of daily agent task activityHpersvc25: Peripheral Service Agent
Daily
Table summary of all peripheral service fields.Hpersvc26: Peripheral Service Historical
All Fields
Array
DescriptionHistorical or
Real-Time
Template Name
Bar graph of time (in seconds) for delays in queue, longest
task in queue, and ASA over last 5 minutes.
Rentsvc01: Enterprise Service Queue
Delay Status Real Time
Stacked bar graph of the number of tasks on which agents
are talking and the number of tasks in queue.
Rentsvc02: Enterprise Service Status
Real Time
Table of tasks offered, handled, abandoned, and the effect
of abandoned tasks on service levels.
Rentsvc03: Effect of Abandoned Tasks
on Enterprise Service Levels
Table of task counts and service levels (since end of last
5-minute and half-hour intervals, and since midnight).
Rentsvc04: Enterprise Service Tasks
Trend Analysis Real Time
Pie chart of the percentage distribution of tasks offered since
the end of the last half-hour interval.
Rentsvc05: Enterprise Service Tasks
Offered Over Half Hour
Bar graph of service levels since the end of the last 5-minute
and half-hour intervals, and since midnight.
Rentsvc06: Enterprise Service Levels
Real Time
Table that shows task counts, queue status, and service levels
in real-time and for the last 5 minutes.
Rentsvc07: Enterprise Service Tasks,
Averages and Service Levels Real
Time
Table that shows task and queue status in real-time where
service/skillgroup mapping is available.
Rentsvc08: Task and Agent Status Real
Time
Table that shows Service Array task counts, queue status,
and service levels in real-time and for the last 5 minutes.
Rentsvc09: Service Array Tasks,
Averages and Service Levels Real
Time
Table summary of all real time enterprise service fieldsRentsvc23: Enterprise Service Real
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