User Guide

3-10
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
persvc21: Peripheral Service IVR Queue Daily Report
Overview:
Subject A table summary of the daily activity in the selected IVR queue(s).
Fields applicable to a voice domain only are prefixed with an asterisk
(*). Such fields are not applicable fo
r e-mail or web media.
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.
Purpose To show daily IVR queue activity for the selected time period. This
report is intended for a Service Control IVR connected to Unified 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 NewC
all to the Router. The Router runs a routing script that
results in the customer gett
ing 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 t
he 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.
Note This report is for IVR services that reside on IVR PGs that have
Service Control reporting enabled and queue reporting enabled.
Applicable environment Unified CCE, Unified ICM (for IVR services)
Template type Historical table
Default sort order By Service.EnterpriseName and then by Service_Half_Hour.DateTime
Drilldowns available Ye s
Schema database tables Service
Service_Half_Hour