Cisco Cisco IP Contact Center Release 4.6.2 Guía Del Usuario
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Service Reports
persvc24: Peripheral Service Agent Half Hour Report
Service Level
Depends on Service level type defined at the service. There are three different
ways for calculating service level based on the Effect of Abandoned tasks on
the service level configuration parameter:
–
Ignore abandoned tasks: service level =
ServiceLevelCalls/(ServiceLevelCallsOffered – ServiceLevelAband)
–
Negative impact of abandoned tasks: service level = ServiceLevelCalls/
(ServiceLevelCallsOffered)
–
Positive impact of abandoned tasks: service level = (ServiceLevelCalls +
ServiceLevelAband) /ServiceLevelCallsOffered
In the preceding calculations, ServiceLevelCallsOffered are all the tasks
answered within the threshold.
Derived from: Service_Half_Hour.ServiceLevelToHalf
Derived from: Service_Half_Hour.ServiceLevelToHalf
Tasks
Offered
The number of incoming tasks that came into this service. Tasks Offered =
Tasks Abandon + Routed to agent.
Derived from: Service_Half_Hour.CallsOfferedtoHalf
Derived from: Service_Half_Hour.CallsOfferedtoHalf
Tasks
Handled
The number of tasks that were connected to IVR ports.
Derived from: Service_Half_Hour.CallsHandledtoHalf
Derived from: Service_Half_Hour.CallsHandledtoHalf
Tasks
Aban
Aban
The number of tasks that disconnected while ringing on the IVR port.
Derived from: Service_Half_Hour.CallsAbandQToHalf
Derived from: Service_Half_Hour.CallsAbandQToHalf
*Aban Short Tasks
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.
Derived from: Service_Half_Hour.ShortCallsToHalf
Derived from: Service_Half_Hour.ShortCallsToHalf
AHT
The total time all tasks spent in the IVR divided by Number of Tasks Serviced.
Derived from: Service_Half_Hour.AvgHandleTimeToHalf
Derived from: Service_Half_Hour.AvgHandleTimeToHalf