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Service Reports

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

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

minutes.
Derived from: (Service_Real_Time.CallsAbandQTo5 ) * 1.0 / 

Service_Real_Time.CallsOfferedTo5 

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

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

Service_Real_Time.CallsAnsweredTo5

The average handle time for tasks handled by agents for the service or skill 

group. Handle time includes the time agents spend in the Talking In, Hold, 

Work Ready, and Work Not Ready states.
Derived from: sum(Service_Real_Time.HandleTimeTo5) / 

sum(Service_Real_Time.CallsHandledTo5)

The average time that agents in a skill group were in the Talking In, Talking 

Out, and Talking Other states during an interval.
Derived from: Service_Real_Time.TalkTimeTo5 * 1.0 / 

Service_Real_Time.CallsHandledTo5

A measurement of how well you are meeting your goals for answering tasks. 

More precisely, the service level is the percentage of incoming tasks that are 

answered within a specified service level threshold. Three slightly different 

calculations can be used for the service level. Specifically, abandoned tasks 

can be accounted in three different ways:

Abandoned tasks ignored

Abandoned tasks have negative impact

Abandoned tasks have positive impact

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.ServiceLevelCallsTo5 + 

Service_Real_Time.ServiceLevelAbandTo5 ) * 1.0 / 

Service_Real_Time.ServiceLevelCallsOfferedTo5