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Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

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Service Reports
entsvc23: Enterprise Service Real Time All Fields Report
Term Other Today
The number of offered to the service but not otherwise accounted for since 
midnight. These are tasks that do not fit into the criteria for handled, 
abandoned, or transferred tasks. They were terminated for other reasons, 
which may include drop/no answer, forced busy, or timed out.
Derived from: Service_Real_Time.CallsTerminatedOtherToday
Delay Q Aban
Sum of delay time of all tasks to service abandoned in queue during the 
current five-minute interval. 
Derived from: Service_Real_Time.DelayQAbandTimeTo5 
Expected Delay
Predicted delay for any new task added to the service queue. This is valid only 
if no agents are available.
Derived from: Service_Real_Time.ExpectedDelay
Handled Time30 
Total handle time in seconds for tasks to the service ending during the current 
half-hour interval. 
Derived from: Service_Real_Time.HandleTimeHalf 
Handled Time5 
Total handle time in seconds for tasks to the service ending during the current 
five-minute interval. 
Derived from: Service_Real_Time.HandleTimeTo5 
Handled Time Today 
Total handle time in seconds for tasks to the service ending since midnight. 
Derived from: Service_Real_Time.HandleTimeToday 
Longest Avail
Time that the longest available agent for the service became available.
Derived from: Service_Real_Time.LongestAvailAgent
Longest Task Q 
Time that the longest task in the queue for the service was put there. 
Derived from: Service_Real_Time.LongestCallQ