Cisco Cisco IP Contact Center Release 4.6.2 User Guide

10-19

ICM WebView Online Help

Service Reports

entsvc08: Task and Agent Status Real Time Report

ASA5

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

interval waited before being answered.
Derived from: Service_Real_Time.AnswerWaitTimeTo5 * 1.0 /

Service_Real_Time.CallsAnsweredTo5

Service Level5

A measurement of how well you are meeting your service level goals for

answering tasks during the last 5 minutes.
Derived from: (Service_Real_Time.ServiceLevelCallsTo5 +

Service_Real_Time.ServiceLevelAbandTo5 )* 1.0 /

Service_Real_Time.ServiceLEvelCallsOfferedTo5

Offered 30

The number of tasks offered to a specific route or service.
Derived from: Service_Real_Time.CallsOfferedHalf

Handled 30

The number of tasks handled by a specific route or service.
Derived from: Service_Real_Time.CallsHandledHalf

Aban 30

The number of tasks abandoned by a route or service during the interval.
Derived from: Service_Real_Time.CallsAbandQHalf

% Aban 30

The percentage of tasks to a service or route that were abandoned during the

interval.
Derived from: Service_Real_Time.CallsAbandQHalf * 1.0 /

Service_Real_Time.CallsOfferedHalf

Service Level30

A measurement of how well you are meeting your service level goals for

answering tasks during the last 30 minutes.
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_Real_Time.ServiceLevelCallsHalf +

Service_Real_Time.ServiceLevelAbandHalf) * 1.0 /

Service_Real_Time.ServiceLevelCallsOfferedHalf +

Service_Real_Time.ServiceLevelAbandHalf