Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド
10-82
ICM WebView Online Help
Service Reports
persvc07: Peripheral Service Tasks, Averages and Service Levels Real Time Report
Aban5
The number of tasks to the service or route that were abandoned during the
interval (for example, during the current half-hour). An abandoned task is a
task in which the caller hangs up before the task is answered.
Derived from: Service_Real_Time.CallsAbandQTo5
Derived from: Service_Real_Time.CallsAbandQTo5
% Aban5
The percentage of tasks offered to the service in the last five minutes that
were abandoned.
Derived from: Derived from: Service_Real_Time.CallsAbandQTo5 * 1.0 /
Derived from: Derived from: Service_Real_Time.CallsAbandQTo5 * 1.0 /
Service_Real_Time.CallsOfferedTo5
ASA5
The average answer wait time that all tasks offered to the service during the
half-hour interval waited before being answered: AnswerWaitTimeTo5 /
CallsOfferedTo5.
Derived from: Service_Real_Time.AnswerWaitTimeTo5 *1.0 /
Derived from: Service_Real_Time.AnswerWaitTimeTo5 *1.0 /
Service_Real_Time.CallsAnsweredTo5
AHT5
The average handle time for tasks handled by agents for the service or skill
group. Handle time includes the time agents spend in the Talking In, Hold,
Work Ready, and Work Not Ready states.
Derived from: Service_Real_Time.HandleTimeTo5 * 1.0 /
Derived from: Service_Real_Time.HandleTimeTo5 * 1.0 /
Service_Real_Time.CallsHandledTo5
ATT5
The average time that agents in a skill group were in the Talking In, Talking
Out, and Talking Other states during an interval.
Derived from: Service_Real_Time.TalkTimeTo5 * 1.0 /
Derived from: Service_Real_Time.TalkTimeTo5 * 1.0 /
Service_Real_Time.CallsHandledTo5
Service Level5
A measurement of how well you are meeting your goals for answering tasks.
More precisely, the service level is the percentage of incoming tasks that are
answered within a specified service level threshold. Three slightly different
calculations can be used for the service level. Specifically, abandoned tasks
can be accounted in three different ways:
–
Abandoned tasks ignored
–
Αbandoned tasks have negative impact
–
Abandoned tasks have positive impact
The ICM software keeps track of two different service levels: the peripheral
service level is the service level as calculated by the peripheral; the ICM
service level is the service level as calculated by the ICM system.
Derived from: Service_Real_Time.ServiceLevelLevelTo5
Derived from: Service_Real_Time.ServiceLevelLevelTo5