Cisco Cisco E-Mail Manager Unity Integration Option User Guide
10-19
ICM WebView Online Help
Service Reports
entsvc08: Task and Agent Status Real Time Report
ASA5
The average answer wait time that all tasks offered to the service during the
interval waited before being answered.
Derived from: Service_Real_Time.AnswerWaitTimeTo5 * 1.0 /
Derived from: Service_Real_Time.AnswerWaitTimeTo5 * 1.0 /
Service_Real_Time.CallsAnsweredTo5
Service Level5
A measurement of how well you are meeting your service level goals for
answering tasks during the last 5 minutes.
Derived from: (Service_Real_Time.ServiceLevelCallsTo5 +
Derived from: (Service_Real_Time.ServiceLevelCallsTo5 +
Service_Real_Time.ServiceLevelAbandTo5 )* 1.0 /
Service_Real_Time.ServiceLEvelCallsOfferedTo5
Offered 30
The number of tasks offered to a specific route or service.
Derived from: Service_Real_Time.CallsOfferedHalf
Derived from: Service_Real_Time.CallsOfferedHalf
Handled 30
The number of tasks handled by a specific route or service.
Derived from: Service_Real_Time.CallsHandledHalf
Derived from: Service_Real_Time.CallsHandledHalf
Aban 30
The number of tasks abandoned by a route or service during the interval.
Derived from: Service_Real_Time.CallsAbandQHalf
Derived from: Service_Real_Time.CallsAbandQHalf
% Aban 30
The percentage of tasks to a service or route that were abandoned during the
interval.
Derived from: Service_Real_Time.CallsAbandQHalf * 1.0 /
Derived from: Service_Real_Time.CallsAbandQHalf * 1.0 /
Service_Real_Time.CallsOfferedHalf
Service Level30
A measurement of how well you are meeting your service level goals for
answering tasks during the last 30 minutes.
ICM software keeps track of two different service levels: the peripheral service
ICM software keeps track of two different service levels: the peripheral service
level is the service level as calculated by the peripheral; the ICM service level
is the service level as calculated by the ICM system.
Derived from: (Service_Real_Time.ServiceLevelCallsHalf +
Derived from: (Service_Real_Time.ServiceLevelCallsHalf +
Service_Real_Time.ServiceLevelAbandHalf) * 1.0 /
Service_Real_Time.ServiceLevelCallsOfferedHalf +
Service_Real_Time.ServiceLevelAbandHalf