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Service Reports

entsvc24: Enterprise Service Historical All Fields Report

The 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_Half_Hour.ReserveCallsTalkTimeToHalf

The total number of completed agent reservation tasks that this service 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_Half_Hour.ReserveCallsOnHoldToHalf

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

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_Half_Hour.ReserveCallsOnHoldTimeToHalf

The total hold time in seconds for tasks to the service that ended during the 

half-hour interval. 
Derived From: Service_Half_Hour.HoldTimeToHalf

The number of tasks that were blind transferred out by agents in this service 

during the half-hour interval. 
Derived From: Service_Half_Hour.BlindTransfersOutToHalf 

Summaries for each field in the table.