User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 3 Peripheral and Peripheral Service Report Templates
Unified CCE Peripheral Service Reports
Unified CCE Peripheral Service Reports
• persvc20: Peripheral Service for IVR Queue Half Hour Report, page 3-7
• persvc21: Peripheral Service IVR Queue Daily Report, page 3-10
• persvc22: Peripheral Service IVR Self-Service Half Hour Report, page 3-13
• persvc23: Peripheral Service IVR Self-Service Daily Report, page 3-16
• persvc24: Peripheral Service Agent Half Hour Report, page 3-18
• persvc25: Peripheral Service Agent Daily Report, page 3-21
• persvc26: Peripheral Service Historical All Fields Report, page 3-24
• persvc27: Peripheral Service real-time All Fields Report, page 3-31
persvc20: Peripheral Service for IVR Queue Half Hour Report
Overview:
Subject A table summary of the activity in the IVR queue, gathered in half-hour
increments.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Purpose To show IVR half-hour activity for the selected time period.
This report is intended for a Service Control IVR connected to Unified
CCE/ICM via a IVR PIM (not via a NIC).
All calls must go to the IVR
before being seen by Unified CCE/ICM. That is, the call arrives at the
IVR, the IVR then sends a NewCall to the Router. The Router runs a
routing script that results in the customer getting a chance to do
self-service and then, if needed, talk to an agent.
For example, the routing script could send a RunScript to the IVR that
causes the IVR to run a IVR script that allows the customer to do some
self-service. Then if the customer makes a IVR script selection that
requires an agent, the IVR returns a RunScript result to the Router that
causes the Router to eventually find an agent for the call (Unified CCE)
or find an ACD to which to send the call (Unified ICM).
In addition the IVR must be one that can track the call after it leaves the
IVR and report to the IVR PIM when the call is answered and when it is
ended.
Finally Service Control Reporting and Queue Reporting must be turned
on in the IVR PIM with which the IVR is associated.
Once an IVR service is established for a task, it cannot be changed. If
there is a need to distinguish between an information gathering service
rather than a queuing service, then the task type report should be used
because the Call Type can be changed through the Requalify or Call Type
node.
Applicable environment Unified CCE, Unified ICM (for IVR services)