Cisco Cisco IP Contact Center Release 4.6.1 User Guide

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Peripheral, Route, and Routing Client Reports

routes03: Effect of Abandoned Tasks on Service Levels 

routes03: Effect of Abandoned Tasks on Service Levels Real Time Report 

The route enterprise name.
Derived from: Route.EnterpriseName

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

incoming call or internal call that is sent to a specific route or service. In 

real-time data, a call is counted as offered as soon as it is sent to the route, 

service, or service array.
Derived from: Route_Real_Time.CallsOfferedHalf

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

handled when it is finished. For example, the CallsHandledTo5 field counts the 

number of tasks that finished during the five-minute interval. These tasks 

might have been answered before the interval began.
Derived from: Route_Real_Time.CallsHandledHalf

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

interval (for example, during the current half-hour). An abandoned call is a 

call in which the caller hangs up before the call is answered.
Derived from: Route_Real_Time.CallsAbandQHalf

Title

The name you give it when you save the report

Subject

A table of the selected routes showing data on tasks offered, 

handled, abandoned, and the effect of abandoned tasks on 

service levels.

Purpose

To show the effect of abandoned tasks on service levels

Applicable 

environment

Standard ACD

Template type

Real-time table

Default sort order

By media routing domain and then by route

Drilldowns available

No

Schema database 

table

Media_Routing_Domain

Route

Route_Real_Time