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Service Reports

persvc03: Effect of Abandoned Tasks on Peripheral Service Levels Report

persvc03: Effect of Abandoned Tasks on Peripheral Service Levels Report 

The media routing domain into which the agent is logged. This is the media 

routing domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName

The enterprise name of the peripheral service
Derived from: Service.EnterpriseName

The number of tasks offered to a specific route or service. An offered task is 

an incoming task or internal task that is sent to a specific route or service. In 

real-time data, a task is counted as offered as soon as it is sent to the route, 

service, or service array.
Derived from: Service_Real_Time.CallsOfferedHalf

The number of tasks handled by a specific route or service. A task is counted 

as handled when it is finished. For example, the CallsHandledTo5 field counts 

the number of tasks that finished during the five-minute interval. These tasks 

might have been answered before the interval began.
Derived from: Service_Real_Time.CallsHandledHalf

Title

The name you give it when you save the report

Subject

A table of the selected peripheral services showing tasks 

offered, handled, abandoned, and the effect of abandoned 

tasks on service levels.

Purpose

To check service levels

Applicable 

environment

Standard ACD

Template type

Real-time table

Default sort order

By media routing domain and then by peripheral service 

Drilldowns available

Yes

Schema database 

table

Media_Routing_Domain

Service

Service_Real_Time