User Guide

CHAPTER
4- 1
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
4
IPCC Peripheral Service Report Templates
About IPCC Peripheral Service Reports
In an IPCC environment, calls are routed through IVRs rather than services. So most service
reports are not applicable in an IPCC environment. However, both in a standard ACD
environment and in an IPCC environment, contact centers can use the historical IVR
peripheral service reports and the historical IVR trunk group reports for measuring the
performance of your IVRs.
This section includes:
• Summary List of IPCC Peripheral Service Templates, page 4-1
• Example IPCC Peripheral Service Report, page 4-3
• IPCC Peripheral Service Reports, page 4-3
Summary List of IPCC Peripheral Service Templates
Click on the name of a IPCC 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.
Template Type Description
Peripheral Service Reports
persvc20: Peripheral
Service for IVR Queue
Half Hour Report, page
4-4
real-time A table summary of the activity in the
selected IVR service(s) within the selected
half-hour interval(s).
The persvc20 and persvc21 reports are for
IVR services that reside on IVR PGs that
have Service Control reporting enabled and
queue reporting enabled.
persvc21: Peripheral
Service IVR Queue Daily
Report, page 4-6
historical A table summary of the daily activity in the
selected IVR service(s).