Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド
10-41
ICM WebView Online Help
Service Reports
entsvc23: Enterprise Service Real Time All Fields Report
Preview Hold Time Today
The number of seconds outbound Preview tasks were placed on hold by agents
for this service since midnight.
This data element is based on HoldTime from the Termination_Call_Detail
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.PreviewCallsOnHoldTimeToday
Derived from: Service_Real_Time.PreviewCallsOnHoldTimeToday
Preview30
The number of completed outbound Preview tasks made by agents for this
service during the half-hour interval.
The value is updated in the database when the after-task work time associated
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.PreviewCallsHalf
Derived from: Service_Real_Time.PreviewCallsHalf
Preview Time30
Total handle time, in seconds, for completed outbound Preview tasks handled
by this service during the half-hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are
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.PreviewCallsTimeHalf
Derived from: Service_Real_Time.PreviewCallsTimeHalf
Preview Talk Time30
Total talk time, in seconds, for completed outbound Preview tasks handled by
the service during the half-hour interval.
This value includes the time spent from the task being initiated to the time the
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.PreviewCallsTalkTimeHalf
Derived from: Service_Real_Time.PreviewCallsTalkTimeHalf
Preview Hold30
The number of completed outbound Preview tasks that agents for the service
have placed on hold at least once.
The value is updated in the database when the after-task work time associated
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.PreviewCallsOnHoldHalf
Derived from: Service_Real_Time.PreviewCallsOnHoldHalf