User Guide

3-5
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 3 Peripheral and Peripheral Service Report Templates
About Peripheral Service Reports
*Average Calls in Progress
The average number of calls in progress during the selected half-hour intervals. In the following
calculation, TotalCallsInProgressSamples is the total of PeripheralRealTime.CallsInProgress at all
sample points during the half-hour period. For example, if there are 3 samples, and the number of
calls in progress at those points in time are 20, 25 and 15, then TotalCallsInProgressSamples is 60.
The NumberOfSamples is the number of calls-in-progress sample periods.
Derived from: (Peripheral_Half_Hour.TotalCallsInProgressSamples/
Peripheral_Half_Hour.NumberOfSamples)
*Max Calls In Progress
The maximum number of calls in progress at any sample point during the reporting period. This is
implemented as the highest value of PeripheralRealTime.CallsInProgress encountered during the
above sampling.
Derived from: Peripheral_Half_Hour.MaxCallsInProgress
Active Peripheral Data Time
The time in HH:MM:SS (hours, minutes, seconds) format that the associated Peripheral Gateway
was able to provide peripheral data services to the CallRouter during the half- hour interval.
Derived from: Peripheral_Half_Hour.ActivePeripheralDataTimeToHalf
Active Routing Client Time
The time in HH:MM:SS (hours, minutes, seconds) format that the associated Peripheral Gateway
was able to provide routing client support to the CallRouter during the half- hour interval.
Derived from: Peripheral_Half_Hour.ActiveRoutingClientTimeToHalf
Peripheral Summary
A summary of all field data for each peripheral.
Report Summary
A summary of all field data for all peripherals.
About Peripheral Service Reports
In a Unified CCE environment, calls are routed through IVRs rather than services. So most service
reports are not applicable in a Unified CCE environment. However, both in a standard ACD environment
and in a Unified CCE 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 Peripheral Service Templates, page 3-6
• Unified CCE Peripheral Service Reports, page 3-7