Cisco Cisco Unified Intelligent Contact Management Software User Guide

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Service Reports

entsvc23: Enterprise Service Real Time All Fields Report

The enterprise service's ID number. 
Derived from: Service_Real_Time.SkillTargetID 

The date and time of the selected row's data in MM/DD/YYYY (month, day, 

year) and HH:MM:SS (hour, minute, second) format.
Derived from: Service_Real_Time.DateTime

The number of agents for the service currently in the Talking or Active state 
Derived from: Service_Real_Time.AgentsTalking 

Sum of answer wait time in seconds for all tasks offered to the service during 

the current half-hour interval. 
Derived from: Service_Real_Time.AnswerWaitTimeHalf 

Sum of answer wait time in seconds for all tasks offered to the service during 

the current five-minute interval. 
Derived from: Service_Real_Time.AnswerWaitTimeTo5 

Sum of answer wait time in seconds for all tasks offered to the service since 

midnight. 
Derived from: Service_Real_Time.AnswerWaitTimeToday 

Average delay time of abandoned tasks in queue for the service during the 

current five-minute interval. This value is calculated as 

follows:DelayQAbandTimeTo5 / CallsAbandQTo5.
Derived from: Service_Real_Time.AvgDelayQAbandTo5 

Average delay for tasks currently in queue for the service. 
Derived from: Service_Real_Time.AvgDelayQNow 

Average handle time in seconds for tasks to the service during the current 

five-minute interval. The value is calculated as follows: HandleTimeTo5 / 

CallsHandledTo5.