Cisco Cisco Unified Intelligent Contact Management Software User Guide

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Service Reports

entsvc23: Enterprise Service Real Time All Fields Report

HandleTime is tracked only for inbound ACD tasks that are counted as handled 

for the service. HandleTime is the time spent from the task being answered by 

the agent to the time the agent completed after-task work time for the task. 

This includes any TalkTime, HoldTime, and WorkTime associated with the task 

(all from Termination_Call_Detail). 
The AvgHandleTime value is updated in the database when the after-task work 

time associated with the task has completed. 
Derived from: Service_Real_Time.AvgHandleTimeTo5 

Average answer wait time for all tasks offered to the service during the current 

five-minute interval: AnswerWaitTimeTo5 / CallsAnsweredTo5.
Derived from: Service_Real_Time.AvgSpeedAnswerTo5 

Average talk time in seconds for tasks to the service ending during the current 

five-minute interval. The value is calculated as follows: TalkTimeTo5 / 

CallsHandledTo5 
Talk time includes the time that tasks were in a talking or hold state. It is 

populated with the TalkTime and HoldTime associated with task to the service 

or route (from Termination_Call_Detail). 
The field is updated in the database when all after-task work associated with 

the tasks is completed. 
Derived from: Service_Real_Time.AvgTalkTimeTo5 

The number of tasks to this service abandoned while in queue or ringing 

during the half-hour interval.
Derived from: Service_Real_Time.CallsAbandQHalf 

The number of tasks to the service abandoned while in queue or ringing during 

the current five-minute interval. 
Derived from: Service_Real_Time.CallsAbandQTo5 

The number of tasks to this service abandoned while in queue or ringing since 

midnight. 
Derived from: Service_Real_Time.CallsAbandQToday 

The number of tasks to the service answered by agents during the current 

half-hour interval. 
Derived from: Service_Real_Time.CallsAnsweredHalf