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Service Reports
persvc03: Effect of Abandoned Tasks on Peripheral Service Levels Report
Tasks Aban
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: Service_Real_Time.CallsAbandQHalf
Derived from: Service_Real_Time.CallsAbandQHalf
Aban Within Service Level
Calls 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: Service_Real_Time.ServiceLevelAbandHalf
Derived from: Service_Real_Time.ServiceLevelAbandHalf
Service Level Without Aban
A service level calculated by the 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. Calls abandoned before the
service level threshold expired are removed from this calculation.
Derived from: Service_Real_Time.ServiceLevelCallsHalf * 1.0 /
Derived from: Service_Real_Time.ServiceLevelCallsHalf * 1.0 /
(Service_Real_Time.ServiceLevelCallsOfferedHalf -
Service_Real_Time.ServiceLevelAbandHalf)
Service Level With Aban
A service level calculated by the ICM software which counts abandoned tasks.
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
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
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: ((Service_Real_Time.ServiceLevelCallsHalf +
Derived from: ((Service_Real_Time.ServiceLevelCallsHalf +
Service_Real_Time.ServiceLevelAbandHalf) * 1.0) /
Service_Real_Time.ServiceLevelCallsOfferedHalf
Report Summary
The total of each field for all peripheral services.