Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド
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Service Reports
persvc07: Peripheral Service Tasks, Averages and Service Levels Real Time Report
Talking
The number of incoming tasks for the service or route in which agents are in
the Active state.
Derived from: Service_Real_Time.AgentsTalking
Derived from: Service_Real_Time.AgentsTalking
*Queued
The number of tasks to the service or route that are in queue at the
peripheral.
Derived from: Service_Real_Time.CallsQNow
Derived from: Service_Real_Time.CallsQNow
*Avg Delay
The average time that tasks spent in the queue for a route or service. Delay
time can also take into consideration abandoned tasks. For example, the
DelayQAbandTimeToHalf is the sum of delay time for all tasks to a route or
service that were abandoned in queue during a half-hour interval.
Derived from: Service_Real_Time.CallsQNowTime * 1.0 /
Derived from: Service_Real_Time.CallsQNowTime * 1.0 /
Service_Real_Time.CallsQNow
*Longest in Queue
The time that the longest task in queue for the service or route has been in
the queue.
Derived from: DateDiff(ss, Service_Real_Time.LongestCallQ,
Derived from: DateDiff(ss, Service_Real_Time.LongestCallQ,
Controller_Time.NowTime)
Offered5
The number of tasks offered to the route or service. An offered task is an
incoming task or internal task that is sent to a specific route or service. In
real-time data, a task is counted as offered as soon as it is sent to the route,
service, or service array.
Derived from: Service_Real_Time.CallsOfferedTo5
Derived from: Service_Real_Time.CallsOfferedTo5
Handled5
The number of tasks handled by the route or service. A task is counted as
handled when it is finished. For example, the CallsHandledTo5 field counts the
number of tasks that finished during the five-minute interval. These tasks
might have been answered before the interval began.
Derived from: Service_Real_Time.CallsHandledTo5
Derived from: Service_Real_Time.CallsHandledTo5
% Handled5
The percentage of tasks that were offered to the service in the last five
minutes that were handled by the service.
Derived from: Service_Real_Time.CallsHandledTo5 * 1.0 /
Derived from: Service_Real_Time.CallsHandledTo5 * 1.0 /
Service_Real_Time.CallsOfferedTo5