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Service Reports

entsvc08: Task and Agent Status Real Time Report

The number of tasks to the service currently queued for longer than the 

service level threshold.
Derived from: Service_Real_Time.ServiceLevelCallsQHeld

The number of agents for the service who are logged on to their primary 

assignment gate (also referred to as the agent's primary position). 
The Rockwell Galaxy ACD allows agents to have primary, secondary, and 

tertiary assignments to a gate. In this context, a gate is similar to an ICM skill 

group. For example, if several agents are logged on to their primary 

assignment gates and these gates, or skill groups, support a service in the 

report you are viewing, then these agents are counted under primary position 

manned.
Derived from: Skill_Group_Real_Time.LoggedOn

The number of agents not currently involved in task work and who are ready 

to accept tasks.
Derived from: Skill_Group_Real_Time.Avail

The number of agents talking on inbound tasks. The ICM software tracks the 

number of agents in the Talking in state and the time agents spend in this 

state.
Derived from: Skill_Group_Real_Time.TalkingIn

The number of agents talking on outbound tasks. The ICM software tracks the 

number of agents in the Talking out state and the time agents spend in this 

state.
Derived from: Skill_Group_Real_Time.TalkingOut

The number of agents performing after-task work.
Derived from: Skill_Group_Real_Time.WorkReady

The sum of the time that agents spend in the Not Ready state in which agents 

are logged on, not involved in any task activity but not ready to accept tasks, 

and in the Busy Other state in which agents in the skill group are busy in other 

skill groups.
Derived from: Skill_Group_Real_Time.NotReady + 

Skill_Group_Real_Time.BusyOther