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Service Reports

entsvc24: Enterprise Service Historical All Fields Report

The total tasks routed to the service during the half-hour interval.
Derived from: Service_Half_Hour.CallsRoutedToHalf

The number of tasks abandoned in queue to the service during the half-hour 

interval.
Derived from: Service_Half_Hour.CallsAbandQToHalf

Peripheral service level during the half-hour interval.
Derived from: Service_Half_Hour.PeriphServiceLevelToHalf

The number of tasks to the service answered within the service level, as 

counted by the peripheral, during the half-hour interval.
Derived from: Service_Half_Hour.PeriphServiceLevelCallsToHalf

The ICM software service level for the service during the half-hour interval.
There are three different ways for calculating service level based on the Effect 

of Abandoned tasks on the service level configuration parameter:

Ignore abandonded 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. For example: all tasks answered within 5 

minutes.
Derived from: Service_Half_Hour.ServiceLevelToHalf

The total of tasks to the service answered within the ICM service level 

threshold during the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelCallsToHalf

The total of tasks to the service abandoned within the service level threshold 

during the half-hour interval.
Derived from: Service_Half_Hour.ServiceLevelAbandToHalf