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 seconds outbound Preview tasks were placed on hold by agents 

for this service during the five-minute interval. 
This data element is based on HoldTime from the Termination_Call_Detail 

record. The value is updated in the database when the after-task work 

associated with the task (if any) has completed.
Derived from: Service_Real_Time.PreviewCallsOnHoldTimeTo5 

The number of outbound Preview tasks made by agents for this service since 

midnight. 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.PreviewCallsToday 

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

by agents for this service since midnight. 
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.PreviewCallsTimeToday 

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

agents for this service since midnight. 
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.PreviewCallsTalkTimeToday 

The number of completed outbound Preview tasks made by agents in the skill 

group 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_Real_Time.PreviewCallsOnHoldToday