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entsvc03: Effect of Abandoned Tasks on Enterprise Service  Service Levels Report

The number of tasks to a service or route that were abandoned during the 

interval (for example, during the current half-hour). An abandoned task is a 

task in which the caller hangs up before the task is answered.
Derived from: sum(Service_Real_Time.CallsAbandQHalf)

Tasks that are abandoned before reaching the service level threshold. For 

example, if you set the service level threshold to 15 seconds, and the caller 

hung up after waiting in queue for ten seconds, this task would be counted as 

abandoned within the service level. These tasks are used in calculating the 

three service level types. You can specify that tasks such as these not be 

counted as abandoned by specifying an abandoned task wait time value.
Derived from: sum(Service_Real_Time.ServiceLevelAbandHalf)

A service level calculated by the ICM software which counts abandoned calls. 

The service level with abandoned tasks is calculated using one of the following 

methods:
Abandoned tasks negatively impact service level:
The number of tasks answered within the service level threshold divided by 

the number of tasks that had a service level event. This treats the abandoned 

tasks as though they had exceeded the service level threshold.
Abandoned tasks positively impact service level:
The number of tasks answered within the service level threshold plus the 

number of tasks abandoned within the threshold, all divided by the number of 

tasks that had a service level event. This treats abandoned tasks as though 

they were answered within the threshold.
Derived from: sum(Service_Real_Time.ServiceLevelCallsHalf + 

Service_Real_Time.ServiceLevelAbandHalf) * 1.0/ 

sum(Service_Real_Time.ServiceLevelCallsOfferedHalf)

A service level calculated by ICM software which ignores tasks that were 

abandoned before the service level threshold expired. 
The service level without abandoned tasks is calculated as follows: the number 

of tasks answered within the service level threshold divided by the number of 

tasks that had a service level event minus the number of tasks that were 

abandoned before exceeding the service level threshold. Tasks abandoned 

before the service level threshold expired are removed from this calculation.
Derived from: sum(Service_Real_Time.ServiceLevelCallsHalf) * 1.0/ 

(sum(Service_Real_Time.ServiceLevelCallsOfferedHalf) - 

sum(Service_Real_Time.ServiceLevelAbandHalf))

The total of each field for all enterprise services.