Cisco Cisco IP Contact Center Release 4.6.1 User Guide
10-14
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Service Reports
entsvc07: Enterprise Service Tasks, Averages and Service Levels Real Time
entsvc07: Enterprise Service Tasks, Averages and Service Levels Real Time
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 busy (that is,
the agent handling the task is currently in the active or talking state).
Derived from: Service_Real_Time.AgentsTalking
Derived from: Service_Real_Time.AgentsTalking
Queued
The number of tasks to the service or route that are in queue at the
peripheral.
Derived from: Service_Real_Time.CallsQNow
Derived from: Service_Real_Time.CallsQNow
Avg Delay
The sum of 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: Service_Real_Time.CallsQNowTime * 1.0 /
Derived from: Service_Real_Time.CallsQNowTime * 1.0 /
Service_Real_Time.CallsQNow
Overview:
Title
The name you give it when you save the report
Subject
A table of the selected Enterprise Service(s) showing task
counts, queue status, and service level data for the last
five minutes.
Purpose
To show current (during the last five minutes) enterprise
service tasks, averages, and service levels
Applicable
environment
Standard ACD
Template type
Real-time table
Default sort order
By enterprise service
Drilldowns available
Yes
Schema database
table
Enterprise_Service
Enterprise_Service_Member
Service_Real_Time
Controller_Time