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Service Reports

entsvc09: Service Array Tasks, Averages and Service Levels Real Time Report

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

The time that the longest task in queue for the service or route has been in 

the queue.
Derived from: DateDiff(ss, Service_Real_Time.LongestCallQ, 

Controller_Time.NowTime )

The number of tasks offered to a specific route or service. An offered task is 

an incoming task or internal task that is sent to a specific route or service. In 

real-time data, a task is counted as offered as soon as it is sent to the route, 

service, or service array.
Derived from: Service_Real_Time.CallsOfferedTo5

The number of tasks handled by a specific route or service. A task is counted 

as handled when it is finished. For example, the CallsHandledTo5 field counts 

the number of tasks that finished during the five-minute interval. These tasks 

might have been answered before the interval began.
Derived from: Service_Real_Time.CallsHandledTo5

The percentage of tasks handled by a route or service in the current five 

minutes.
Derived from: Service_Real_Time.CallsHandledTo5 / 

Service_Real_Time.CallsOfferedTo5 

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

interval (for example, during the current five-minute interval). An abandoned 

task is a task in which the caller hangs up before the task is answered.
Derived from: Service_Real_Time.CallsAbandQTo5