Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド

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Service Reports

entsvc23: Enterprise Service Real Time All Fields Report

The number of agents currently talking on outbound Preview tasks for the 

service.
Derived from: Service_Real_Time.PreviewCallsNow 

The number of outbound Preview tasks made by agents for the service during 

the current five-minute 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_Real_Time.PreviewCallsTo5 

Total handle time, in seconds, for completed outbound Preview tasks handled 

by the service during the current five-minute interval. 
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are 

taken from the Termination_Call_Detail records. The PreviewCallsTime 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 

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

completed.
Derived from: Service_Real_Time.PreviewCallsTimeTo5 

Total talk time, in seconds, for completed outbound Preview tasks handled by 

the service during the current five-minute interval. 
This value includes the time spent from the task being initiated to the time the 

agent begins after-task work for the task. It is based on TalkTime from 

Termination_Call_Detail. It therefore includes the HoldTime associated with 

the task. PreviewCallsTalkTime is updated in the database when the after-task 

work time associated with the task (if any) has completed.
Derived from: Service_Real_Time.PreviewCallsTalkTimeTo5 

The number of outbound Preview tasks that agents for this service have 

placed on hold at least once during the five-minute 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_Real_Time.PreviewCallsOnHoldTo5