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
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.
Purpose To show the self-service activity for the selected IVR(s) 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 b
efore 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 c
an 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
i
n the IVR PIM with which the IVR is associated.
Note This reports is for IVR services that reside on IVR PGs that have
Service Control reporting enabled and Queue reporting disabled.
Applicable environment Unified CCE, Unified ICM (for IVR services)
Template type Historical table
Default sort order By Service.EnterpriseName and then by the date and time.
Drilldowns available Yes
Schema database tables Service
Service_Half_Hour
Data:
Enterprise Name
The enterprise name of the peripheral service
Derived from: Service.EnterpriseName