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Service Reports

entsvc18: Enterprise Gate Analysis Half Hour Report

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

Αbandoned tasks have negative impact

Abandoned tasks have positive impact

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.ServiceLevelCallsToHalf + 

Service_Half_Hour.ServiceLevelAbandToHalf) * 1.0 / 

Service_Half_Hour.ServiceLevelCallsOfferedToHalf

The percentage of tasks that were routed by ICM software. 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 / 

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 / 

Service_Half_Hour.CallsOfferedToHalf

The average answer wait time that all tasks offered to the service during the 

half-hour interval waited before being answered.
Derived from: (Service_Half_Hour.AnswerWaitTimeToHalf *1.0)/ 

Service_Half_Hour.CallsAnsweredToHalf