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Service Reports

entsvc24: Enterprise Service Historical All Fields Report

Average task time in seconds for tasks to the service ending during the 

half-hour interval: TalkTimeToHalf / CallsHandledToHalf.
Derived from: Service_Half_Hour.AvgTalkTimeToHalf

The total time the agent spent in the Active or the Paused state for tasks 

associated with the service during the interval.
Derived from: Service_Half_Hour.TalkTimeToHalf

The average handle time of tasks to the service ending during the half-hour 

interval: HandleTimeToHalf / CallsHandledToHalf.
Derived from: Service_Half_Hour.AvgHandleTimeToHalf

The total handle time in seconds of all tasks to the service ending during the 

half-hour interval.
Derived from: Service_Half_Hour.HandleTimeToHalf

The total number of tasks to the service during the half-hour interval that 

were too short to be considered abandoned. 
A task is determined to be a short task if it is abandoned before the 

Abandoned Call Wait Time expired. Short tasks are not considered abandoned 

and they are not accounted for in any of the ICM abandoned tasks 

calculations. This field is dependent on the AbandondedCallWaitTime 

threshold.
Derived from: Service_Half_Hour.ShortCallsToHalf

The total number of tasks answered by agents for the service during the 

half-hour interval.
Derived from: Service_Half_Hour.CallsAnsweredToHalf

Longest time in seconds a task was in queue for the service before being 

abandoned during the half-hour interval.
Derived from: Service_Half_Hour.LongestCallAbandTime