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Service Reports

persvc01: Peripheral Service Queue Delay Status Real Time Report

The enterprise name for the service
Derived from: Service.EnterpriseName

The average time that tasks spent in the queue for a route or service. Delay 

time can also take into consideration abandoned tasks. For example, the 

DelayQAbandTimeToHalf is the sum of delay time for all tasks to a route or 

service that were abandoned in queue during a half-hour interval.
Derived from: Service_Real_Time.AvgDelayQNow

The ICM software's predicted delay for any new task added to a service or 

route queue. The expected delay value is valid only if no agents are available 

for the route or service.
Derived from: Service_Real_Time.ExpectedDelay

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

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

Controller_Time.NowTime)

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

interval waited before being answered.
Derived from: Service_Real_Time.AvgSpeedAnswerTo5