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Service Reports

persvc27: Peripheral Service Real Time All Fields Report

The average delay for tasks currently in queue for the service.
Derived from: Service_Real_Time.AvgDelayQNow

The number of service agents currently in the Active state. The Active state is 

a state in which an agent is working on an incoming task. For calls, this also 

includes the Talking In, Talking Out, and Talking Other states.
Derived from: Service_Real_Time.AgentsTalking

Predicted delay for any new task added to the service queue. This is valid only 

if no agents are available. 
Derived from: Service_Real_Time.ExpectedDelay

The time that the longest available agent for the service became available. 
Derived from: Service_Real_Time.LongestAvailAgent

Average handle time in seconds for tasks to the service during the current 

five-minute interval. The value is calculated as follows:
HandleTimeTo5 / CallsHandledTo5.
HandleTime is tracked only for inbound ACD tasks that are counted as handled 

for the service. HandleTime is the time spent from the task being answered by 

the agent to the time the agent completed after-task work time for the task. 

This includes any TalkTime, HoldTime, and WorkTime associated with the task 

(all from Termination_Call_Detail). The AvgHandleTime value is updated in the 

database when the after-task work time associated with the task has 

completed. 
Derived from: Service_Real_Time.AvgHandleTimeTo5

Average talk time in seconds for tasks to the service ending during the current 

five-minute interval. The value is calculated as follows:
TalkTimeTo5 / CallsHandledTo5
Talk time includes the time that tasks were in a talking or hold state. It is 

populated with the TalkTime and HoldTime associated with task to the service 

or route (from Termination_Call_Detail). The field is updated in the database 

when all after-task work associated with the tasks is completed. 
Derived from: Service_Real_Time.AvgTalkTimeTo5