Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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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

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

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

The number of tasks to the service or route that are in queue at the 

peripheral.
Derived from: Service_Real_Time.CallsQNow

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 / 

Service_Real_Time.CallsQNow

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