Cisco Cisco E-Mail Manager Unity Integration Option User Guide

ICM WebView Online Help 

Service Reports

entsvc23: Enterprise Service Real Time All Fields Report

The number of seconds outbound Preview tasks were placed on hold by agents 

for this service during the half-hour interval. 
This data element is based on HoldTime from the Termination_Call_Detail 

record. The value is updated in the database when the after-task work 

associated with the task (if any) has completed.
Derived from: Service_Real_Time.PreviewCallsOnHoldTimeHalf 

The number of agents currently talking on agent reservation tasks for the 

service.
Derived from: Service_Real_Time.ReserveCallsNow 

The number of agent reservation tasks made by agents for this service during 

the current five-minute interval. 
The value is updated in the database when the after-task work time associated 

with the task (if any) has completed.
Derived from: Service_Real_Time.ReserveCallsTo5 

Total handle time, in seconds, for completed agent reservation tasks handled 

by agents for the service during the current five-minute interval. 
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are 

taken from the Termination_Call_Detail records. The ReserveCallsTime value 

includes the time spent from the task being initiated to the time the agent 

completes after-task work time for the task. The value is updated in the 

database when the after-task work time associated with the task (if any) has 

completed.
Derived from: Service_Real_Time.ReserveCallsTimeTo5 

Total talk time, in seconds, for completed agent reservation calls handled by 

agents for the service during the current five-minute interval. 
This value includes the time spent from the task being initiated to the time the 

agent begins after-task work for the task. It is based on TalkTime from 

Termination_Call_Detail. It therefore includes the HoldTime associated with 

the task. ReserveCallsTalkTime is updated in the database when the after-task 

work time associated with the task (if any) has completed.
Derived from: Service_Real_Time.ReserveCallsTalkTimeTo5