Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Service Reports

persvc08: Agent and Task Status Real Time Report

The number of tasks to a service or route that were abandoned during the 

interval.
Derived from: Service_Real_Time.CallsAbandQHalf

The percentage of tasks to a service or route that were abandoned during the 

interval.
Derived from: Service_Real_Time.CallsAbandQHalf * 1.0 / 

Service_Real_Time.CallsOfferedHalf

A measurement of how well you are meeting your service level goals for 

answering tasks.
The 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_Real_Time.ServiceLevelHalf 

The percentage of tasks that were routed by the ICM software. The ICM 

software tracks the number of ICM-routed tasks in the CallsRoutedHalf fields 

of the central and local databases.
Derived from: Service_Real_Time.CallsRoutedHalf * 1.0 / 

Service_Real_Time.CallsOfferedHalf

The number of tasks offered to a specific route or service. In real-time data, a 

task is counted as offered as soon as it is sent to the route, service, or service 

array.
Derived from: Service_Real_Time.CallsOfferedToday

The number of tasks handled by a specific route or service.
Derived from: Service_Real_Time.CallsHandledToday

The number of abandoned tasks to a service or route today.
Derived from: Service_Real_Time.CallsAbandQToday