User Guide

IPCC Peripheral Service Report Templates persvc23: Peripheral Service IVR Self-Service Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
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
AHT
The total time that all tasks spent in the IVR for the service divided by the Number of
Tasks Serviced.
Derived from: Service_Half_Hour.AvgHandleTimeToHalf
Total Aban Wait Time
The total wait time for all abandoned tasks assigned to the service, measured in
HH:MM:SS (hours, minutes, seconds) format. Starts when the task first enters this
service.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf
Avg Aban Wait
The total wait time of all abandoned tasks assigned to the service divided by the
number of abandoned tasks.
Derived from: Service_Half_Hour.AvgDelayQAbandToHalf
Service Summary
A summary for each service for the interval.
Report Summary
A summary for all services for the interval.
persvc23: Peripheral Service IVR Self-Service Daily Report
Overview:
Subject A table summary of daily IVR self-service activity
Note: This report displays the same data as the Persvc22 report,
except the data here is broken down by day instead of by half
hour.