User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Peripheral Service Report Templates persvc21: Peripheral Service IVR Queue Daily Report
persvc21: Peripheral Service IVR Queue Daily Report
Data:
Enterprise Name
The enterprise name of the peripheral service and its ID.
Derived from: Service.EnterpriseName + Service_Half_Hour.SkillTargetID
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 tasks that are sent to this service.
Derived from: Service_Half_Hour.CallsOfferedtoHalf
*Aban Short Tasks
Tasks to the service that disconnected within the abandon wait time threshold.
Derived from: Service_Half_Hour.ShortCallsToHalf
Avg Aban Wait
The total wait time of all abandoned tasks divided by number of abandoned tasks.
Derived from: Service_Half_Hour.AvgDelayQAbandToHalf
Overview:
Subject A table summary of the daily activity in the selected IVR queue(s)
Note: This report displays the same data as the Persvc20 report,
except the data here is broken down by day instead of by half
hour.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose To show daily IVR queue activity for the selected time period.
Note: This report is for IVR services that reside on IVR PGs that
have Service Control reporting enabled and queue reporting
enabled.
Applicable
environment
IPCC and/or standard ACD (for IVR services)
Template type Historical table
Default sort order By Service.EnterpriseName and then by
Service_Half_Hour.DateTime
Drilldowns available Yes
Schema database
tables
Service
Service_Half_Hour