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Service Reports

entsvc24: Enterprise Service Historical All Fields Report

taken from the Termination_Call_Detail records. The PreviewCallsTime value 

includes the time spent from the task being initiated to the time the agent 

completes after-task work time for the task. The value is updated in the 

database when the after-task work time associated with the task (if any) has 

completed. 
Derived From: Service_Half_Hour.PreviewCallsTimeToHalf

The total talk time, in seconds, for completed outbound Preview tasks handled 

by this service during the half-hour interval. 
This value includes the time spent from the task being initiated to the time the 

agent begins after-task work for the task. It is based on TalkTime from 

Termination_Call_Detail. It therefore includes the HoldTime associated with 

the task. PreviewCallsTalkTime is updated in the database when the 

after-task-work time associated with the task (if any) has completed.
Derived From: Service_Half_Hour.PreviewCallsTalkTimeToHalf

The total number of completed outbound Preview tasks that this service 

placed on hold at least once. The value is updated in the database when the 

after-task work time associated with the task (if any) has completed. 
Derived From: Service_Half_Hour.PreviewCallsOnHoldToHalf

The total number of seconds outbound Preview tasks were placed on hold this 

service during the half-hour interval. This data element is based on HoldTime 

from the Termination_Call_Detail record. The value is updated in the database 

when the after-task work associated with the task (if any) has completed. 
Derived From: Service_Half_Hour.PreviewCallsOnHoldTimeToHalf

The total number of completed agent reservation tasks made by this service 

during the half-hour interval. The value is updated in the database when the 

after-task work time associated with the task (if any) has completed. 
Derived From: Service_Half_Hour.ReserveCallsToHalf

The total handle time, in seconds, for completed agent reservation tasks 

handled by this service during the half-hour interval. 
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are 

taken from the Termination_Call_Detail records. The ReserveCallsTime value 

includes the time spent from the task being initiated to the time the agent 

completes after-task work time for the task. The value is updated in the 

database when the after-task work time associated with the task (if any) has 

completed. 
Derived From: Service_Half_Hour.ReserveCallsTimeToHalf