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Peripheral, Route, and Routing Client Reports

routes13: Route Historical All Fields Report

ASA (Average Speed of Answer)

The Average answer wait time for all incoming tasks to the route in the 

half-hour interval. This value is calculated as follows:AnswerWaitTimeToHalf / 

CallsAnsweredToHalf. 
Derived from: Route_Half_Hour.AvgSpeedAnswerToHalf 

The average talk time in seconds for tasks to the route. Talk time includes the 

time that tasks were in a talking or hold state. It is populated with the 

TalkTime and HoldTime associated with call to the route (from 

Termination_Call_Detail). This value is calculated as follows:TalkTimeToHalf / 

CallsHandledToHalf. The field is updated in the database when all after-call 

work associated with the call is completed. 
Derived from: Route_Half_Hour.AvgTalkTimeToHalf 

The number of seconds the call was talking plus the number of seconds the 

call was on hold. TalkTime for routes and services is taken from the TalkTime 

and HoldTime fields in the Termination_Call_Detail records. It is updated in 

the database when any after-call work associated with the call is completed. 
Derived from: Route_Half_Hour.TalkTimeToHalf 

The average handled tasks time in seconds for tasks counted as handled for 

the route during the half-hour interval. 
HandleTime is tracked only for inbound ACD tasks that are counted as handled 

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

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

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

(all from Termination_Call_Detail). This value is calculated as 

follows:HandleTimeToHalf / CallsHandledToHalfThe AvgHandleTime value is 

updated in the database when the after-call work time associated with the call 

is completed. 
Derived from: Route_Half_Hour.AvgHandleTimeToHalf 

The total time in seconds that tasks were handled for the route during the 

half-hour interval. 
Handle time is tracked only for inbound ACD tasks that are counted as handled 

for the route. HandleTime is the time spent from the call being answered by 

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

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

(from Termination_Call_Detail). The HandleTime and AvgHandleTime values 

are updated in the database when the after-call work time associated with the 

call is completed. 
Derived from: Route_Half_Hour.HandleTimeToHalf