Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Service Reports

persvc18: Gate Analysis Half Hour Report Template

The number of tasks offered to a specific route or service. An offered task is 

an incoming task or internal task that is sent 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_Half_Hour.CallsOfferedToHalf

A measurement of how well you are meeting your goals for answering tasks. 

More precisely, the service level is the percentage of incoming tasks that are 

answered within a specified service level threshold. Three slightly different 

calculations can be used for the service level. Specifically, abandoned tasks 

can be accounted in three different ways:

Abandoned tasks ignored

Abandoned tasks have negative impact

Αbandoned tasks have positive impact

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_Half_Hour.ServiceLevelToHalf 

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_Half_Hour.CallsRoutedToHalf * 1.0 / 

Service_Half_Hour.CallsOfferedToHalf

The number of tasks handled by a specific route or service. A task is counted 

as handled when it is finished. For example, the CallsHandledToHalf field 

counts the number of tasks that finished during the half-hour interval. These 

tasks might have been answered before the interval began.
Derived from: Service_Half_Hour.CallsHandledToHalf

The percentage of tasks handled by a specific route or service. A task is 

counted as handled when it is finished. For example, the CallsHandledToHalf 

field counts the number of tasks that finished during the half-hour interval. 

These tasks might have been answered before the interval began.
Derived from: Service_Half_Hour.CallsHandledToHalf * 1.0 / 

Service_Half_Hour.CallsOfferedToHalf