Cisco Cisco IP Contact Center Release 4.6.1 User Guide

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Service Reports

entsvc01: Enterprise Service Queue Delay Status Real Time Report

entsvc01: Enterprise Service Queue Delay Status Real Time Report

The enterprise name of the enterprise service.
Derived from: Enterprise_Service.EnterpriseName

The average time that tasks spent in the queue for a route or service. Delay 

time can also take into consideration abandoned tasks. For example, the 

DelayQAbandTimeToHalf is the sum of delay time for all tasks to a route or 

service that were abandoned in queue during a half-hour interval.
Derived from: sum(Service_Real_Time.CallsQNowTime) * 1.0 / sum 

(Service_Real_Time.CallsQNow)

The ICM software's predicted delay for any new task added to a service or 

route queue. The expected delay value is valid only if no agents are available 

for the route or service.
Derived from: min(Service_Real_Time.ExpectedDelay)

Title

The name you give it when you save the report

Subject

A bar graph of the selected Enterprise Service(s) showing 

time (in seconds) for delays in queue, longest task in queue 

and average speed of answer (ASA) over the last five 

minutes.

Purpose

To show the current queue-delay status for 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