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Service Reports

persvc08: Agent and Task Status Real Time Report

The media routing domain into which the agent is logged for doing this type of 

task. This is the media routing domain associated with the Skill Group in which 

the agent is currently working. 
Each media routing domain has its own skill groups. If an agent is logged into 

more than one media routing domain, then that agent also belongs to more 

than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName

The enterprise name of the peripheral service
Derived from: Service.EnterpriseName

The number of tasks offered to a specific route or service.
Derived from: Service_Real_Time.CallsInProgress

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

peripheral.
Derived from: Service_Real_Time.CallsQNow

The number of tasks to the service currently queued for longer than the 

service level threshold.
Derived from: Service_Real_Time.ServiceLevelCallsQHeld

The number of agents for the service who are logged on to their primary 

assignment gate (also referred to as the agent's primary position). 
The Rockwell Galaxy ACD allows agents to have primary, secondary, and 

tertiary assignments to a gate. In this context, a gate is similar to an ICM skill 

group. For example, if several agents are logged on to their primary 

assignment gates and these gates, or skill groups, support a service in the 

report you are viewing, then these agents are counted under primary position 

manned.
Derived from: Skill_Group_Real_Time.LoggedOn

The number of agents not currently involved in task work and who are ready 

to accept tasks.
Derived from: Skill_Group_Real_Time.Avail