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Service Reports

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

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

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 / 

Service_Real_Time.CallsOfferedTo5 

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 / 

Service_Real_Time.CallsAnsweredTo5

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 / 

Service_Real_Time.CallsHandledTo5

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 / 

Service_Real_Time.CallsHandledTo5

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