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 completed agent reservation tasks that agents for the service 

have placed on hold at least once. 
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.ReserveCallsOnHoldHalf 

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

for the 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.ReserveCallsOnHoldTimeHalf 

The total hold and/or paused time in seconds for tasks to the service that 

ended during the current five-minute interval.
Derived from: Service_Real_Time.HoldTimeTo5 

The total hold and/or paused time in seconds for tasks to the service that 

ended during the current half-hour interval.
Derived from: Service_Real_Time.HoldTimeHalf 

The total hold and/or paused time in seconds for tasks to the service that 

ended since midnight.
Derived from: Service_Real_Time.HoldTimeToday