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Service Reports

persvc18: Gate Analysis Half Hour Report Template

The average answer wait time that all tasks offered to the service during the 

half-hour interval waited before being answered.
Derived from: Service_Half_Hour.AnswerWaitTimeToHalf * 1.0 / 

Service_Half_Hour.CallsAnsweredToHalf

The average time that agents were in the Talking In, Talking Out, and Talking 

Other states during an interval.
Derived from: Service_Half_Hour.TalkTimeToHalf * 1.0 / 

Service_Half_Hour.CallsHandledToHalf

The sum of the time that all incoming tasks to a route or service waited before 

being answered during the current interval. This includes delay time, queue 

time, and ring time.
Derived from: Service_Half_Hour.HandleTimeToHalf - 

Service_Half_Hour.TalkTimeToHalf * 1.0 / 

Service_Half_Hour.CallsHandledToHalf

The average handle time for tasks handled by agents for the service or skill 

group. Handle time includes the time agents spend in the Talking In, Hold, 

Work Ready, and Work Not Ready states.
Derived from: Service_Half_Hour.HandleTimeToHalf * 1.0 / 

Service_Half_Hour.CallsHandledToHalf

The number of tasks to a service or route that were abandoned during the 

interval (for example, during the current half-hour). An abandoned task is a 

task in which the caller hangs up before the call is answered.
Derived from: Service_Half_Hour.CallsAbandQToHalf

The percentage of tasks to a service or route that were abandoned during the 

interval (for example, during the current half-hour). An abandoned task is a 

task in which the caller hangs up before the task is answered.
Derived from: Service_Half_Hour.CallsAbandQToHalf * 1.0 / 

Service_Half_Hour.CallsOfferedToHalf

The percentage of time associated with tasks that were abandoned while 

offered to the service during the interval.
Derived from: Service_Half_Hour.DelayQAbandTimeToHalf * 1.0 / 

Service_Half_Hour. LoggedOnTimeToHalf