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Service Reports

entsvc23: Enterprise Service Real Time All Fields Report

The number of completed agent reservation tasks that agents for this service 

have placed on hold at least since midnight. 
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.ReserveCallsOnHoldToday 

The number of agent reservation tasks were placed on hold by agents for this 

service since midnight. 
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.ReserveCallsOnHoldTimeToday 

The number of completed agent reservation tasks made by agents for the 

service during the half-hour 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.ReserveCallsHalf 

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

by the service during the half-hour 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.ReserveCallsTimeHalf 

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

the service during the half-hour 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.ReserveCallsTalkTimeHalf