Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Service Reports

entsvc11: Tasks Analysis of Enterprise Services Daily Report

The date when the record was generated in MM/DD/YY (month, day, year) 

format.
Derived from: Service_Half_Hour.DateTime

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_Half_Hour.ServiceLevelCallsToHalf + 

Service_Half_Hour.ServiceLevelAbandToHalf) * 1.0 / 

Service_Half_Hour.ServiceLevelCallsOfferedToHalf

The average answer wait time that all tasks offered to the service during the 

half-hour interval waited before being answered.
Derived from: (Service_Half_Hour.AnswerWaitTimeToHalf *1.0)/ 

Service_Half_Hour.CallsAnsweredToHalf

The average handle time for tasks handled by agents for the service or skill 

group.
Derived from: (Service_Half_Hour.HandleTimeToHalf * 1.0) / 

Service_Half_Hour.CallsHandledToHalf

The average time that tasks spent in the queue for a route or service. Delay 

time can also take into consideration abandoned tasks.
Derived from: (Service_Half_Hour.DelayQTimeToHalf * 1.0) / 

Service_Half_Hour.CallsQToHalf

The number of tasks offered to a specific route or service. 
Derived from: Service_Half_Hour.CallsOfferedToHalf

The number of tasks handled by a specific route or service.
Derived from: Service_Half_Hour.CallsHandledToHalf * 1.0 / 

(Service_Half_Hour.CallsAbandQToHalf + 

Service_Half_Hour.CallsHandledToHalf)