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Service Reports

persvc07: Peripheral Service Tasks, Averages and Service Levels Real Time Report

The number of incoming tasks for the service or route in which agents are in 

the Active state.
Derived from: Service_Real_Time.AgentsTalking

The number of tasks to the service or route that are in queue at the 

peripheral.
Derived from: Service_Real_Time.CallsQNow

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 / 

Service_Real_Time.CallsQNow

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, 

Controller_Time.NowTime)

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

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

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 / 

Service_Real_Time.CallsOfferedTo5