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Peripheral, Route, and Routing Client Reports
routes13: Route Historical All Fields Report
Ans
The total number of tasks answered by agents, IVRs, or voice-mail ports for
the route during the half-hour interval.
Derived from: Route_Half_Hour.CallsAnsweredToHalf
Derived from: Route_Half_Hour.CallsAnsweredToHalf
Longest Task Aband
The longest time in seconds a call was in queue for the route before being
abandoned during the half-hour interval. This includes the LocalQTime,
DelayTime, and RingTime for the call from the Termination_Call_Detail record.
Derived from: Route_Half_Hour.LongestCallAbandTime
Derived from: Route_Half_Hour.LongestCallAbandTime
Longest Task Delay Q
The longest time in seconds a call was in queue for the route before being
answered during the half-hour interval. This includes the LocalQTime for the
call from the Termination_Call_Detail record.
Derived from: Route_Half_Hour.LongestCallDelayQTime
Derived from: Route_Half_Hour.LongestCallDelayQTime
Recovery Key
A value used internally by the ICM software to track virtual time.
Derived from: Route_Half_Hour.RecoveryKey
Derived from: Route_Half_Hour.RecoveryKey
Recovery Day
A value used internally by the ICM software to track virtual time.
Derived from: Route_Half_Hour.RecoveryDay
Derived from: Route_Half_Hour.RecoveryDay
Short Tasks
The total number of tasks to the route that were too short to be considered
abandoned during the half-hour interval. A call is determined to be a short call
if it is abandoned before the Abandoned Call Wait Time expired. Short tasks
are not considered abandoned, nor are they accounted for in any of the ICM
abandoned tasks calculations.
Derived from: Route_Half_Hour.ShortCallsToHalf
Derived from: Route_Half_Hour.ShortCallsToHalf
Short Task Time
The time, in seconds, accumulated by tasks that were too short to be counted
as abandoned during the half-hour interval. These tasks were abandoned
before the abandoned call wait time expired.
Derived from: Route_Half_Hour.ShortCallsTimeToHalf
Derived from: Route_Half_Hour.ShortCallsTimeToHalf