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Service Reports

entsvc07: Enterprise Service Tasks, Averages and Service Levels Real Time

The time that the longest task in queue for the service or route has been in 

the queue.
Derived from: DateDiff(seconds, Service_Real_Time.LongestCallQ, 

Controller_Time.NowTime )

The number of tasks offered to a specific route or service. An offered task is 

an incoming task or internal task that is sent to a specific route or service. In 

real-time data, a task is counted as offered as soon as it is sent to the route, 

service, or service array.
Derived from: Service_Real_Time.CallsOfferedTo5

The number of tasks handled by a specific route or service. A task is counted 

as handled when it is finished. For example, the CallsHandledTo5 field counts 

the number of tasks that finished during the five-minute interval. These tasks 

might have been answered before the interval began.
Derived from: Service_Real_Time.CallsHandledTo5

The percentage of tasks that were offered to the service in the last five 

minutes that were handled by the service.
Derived from: (Service_Real_Time.CallsHandledTo5) * 1.0 / ( 

Service_Real_Time.CallsHandledTo5 + Service_Real_Time.CallsAbandQTo5)

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

interval. An abandoned task is a task in which the caller hangs up before the 

call is answered.
Derived from: Service_Real_Time.CallsAbandQTo5

The percentage of tasks offered to the service in the last five minutes that 

were abandoned.
Derived from: (Service_Real_Time.CallsAbandQTo5) *1.0/ 

(Service_Real_Time.CallsHandledTo5 + Service_Real_Time.CallsAbandQTo5)

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

during the half-hour interval waited before being answered.
Derived from: Service_Real_Time.AnswerWaitTimeTo5 * 1.0 / 

Service_Real_Time.CallsAnsweredTo5