Cisco Cisco IPCC Web Option User Guide
10-6
ICM WebView Online Help
Service Reports
entsvc02: Enterprise Service Status Real Time Report
entsvc02: Enterprise Service Status Real Time Report
Data:
Enterprise Service
The enterprise name of the enterprise service.
Derived from: Enterprise_Service.EnterpriseName
Derived from: Enterprise_Service.EnterpriseName
Active
The number of tasks for the service or route on which agents are in the active
or talking state.
The Talking state tracks agents who are in either the Talking In, Talking Out, or
The Talking state tracks agents who are in either the Talking In, Talking Out, or
Talking Other states (now or during an interval). The time agents spend in
each of these states is tracked individually. A more general database table
called TalkTime sums the time that agents spend in any of the talking states.
Derived from: sum(Service_Real_Time.AgentsTalking)
Derived from: sum(Service_Real_Time.AgentsTalking)
Tasks in Queue
The number of tasks to the service or route that are in queue at the
peripheral.
Derived from: sum(Service_Real_Time.CallsQNow)
Derived from: sum(Service_Real_Time.CallsQNow)
Overview:
Title
The name you give it when you save the report
Subject
A bar graph of the selected Enterprise Service(s) showing the
number of tasks on which agents are talking and the number
of tasks in queue.
Purpose
To show the current activity of the selected enterprise
service(s)
Applicable
environment
Standard ACD
Template type
Real-time bar graph
Default sort order
By enterprise service
Drilldowns available
No
Schema database
table
Enterprise_Service
Enterprise_Service_Member
Service_Real_Time