Cisco Cisco IP Contact Center Release 4.6.2 User Guide

ICM WebView Online Help 

Service Reports

entsvc08: Task and Agent Status Real Time Report

The percentage of tasks that were routed by the Cisco Intelligent Call 

Management (ICM) product. The ICM tracks the number of ICM-routed tasks 

in the CallsRoutedHalf fields of the central and local databases.
Derived from: Service_Real_Time.CallsRoutedHalf * 1.0 / 

Service_Real_Time.CallsOfferedHalf

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

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

The percentage of abandoned tasks to a service or route today.
Derived from: Service_Real_Time.CallsAbandQToday

The percentage of abandoned tasks to a service or route today.
Derived from: Service_Real_Time.CallsAbandQToday * 1.0 / 

sum(Service_Real_Time.CallsOfferedToday

A cumulative measurement of how well you are meeting your service level 

goals for answering tasks today.
The 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.ServiceLevelCallsToday + 

Service_Real_Time.ServiceLevelAbandToday) * 1.0 / 

Service_Real_Time.ServiceLevelCallsOfferedToday + 

Service_Real_Time.ServiceLevelAbandToday

The percentage of tasks that were routed by the CallRouter. The ICM software 

tracks the number of the ICM-routed tasks in the CallsRoutedHalf fields of the 

central and local databases.
Derived from: Service_Real_Time.CallsRoutedToday * 1.0 / 

Service_Real_Time.CallsOfferedToday