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Service Reports

persvc26: Peripheral Service Historical All Fields Report

Longest time in seconds a task was in queue for the service before being 

abandoned during the half-hour interval.
Derived from: Service_Half_Hour.LongestCallAbandTime

Longest time in seconds a task was in queue for the service before being 

answered during the half-hour interval.
Derived from: Service_Half_Hour.LongestCallDelayQTime

Time, in seconds, accumulated by tasks that were too short to be counted as 

abandoned during the half-hour interval.
Derived from: Service_Half_Hour.ShortCallsTimeToHalf

The number of tasks to the service that were determined to be closed 

following an interruption in data during the half-hour interval.
Derived from: Service_Half_Hour.ForcedClosedCallsToHalf

The number of tasks the peripheral overflowed into this service during the 

half-hour interval.
Derived from: Service_Half_Hour.OverflowInToHalf

The number of tasks the peripheral overflowed out of this service during the 

half-hour interval.
Derived from: Service_Half_Hour.OverflowOutToHalf

The total number of completed AutoOut (predictive) tasks made by this 

service during the half-hour interval. The value is updated in the database 

when the after-task work time associated with the task (if any) has 

completed. 
Derived From: Service_Half_Hour.AutoOutCallsToHalf

The total handle time, in seconds, for completed AutoOut (predictive) tasks 

handled this service during the half-hour interval. 
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are 

taken from the Termination_Call_Detail records. The AutoOutCallsTime value 

includes the time spent from the task being initiated to the time the agent 

completes after-task work time for the task. The value is updated in the