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Service Reports

persvc24: Peripheral Service Agent Half Hour Report

Depends on Service level type defined at the service. There are three different 

ways for calculating service level based on the Effect of Abandoned tasks on 

the service level configuration parameter:

Ignore abandoned tasks: service level = 

ServiceLevelCalls/(ServiceLevelCallsOffered – ServiceLevelAband)

Negative impact of abandoned tasks: service level = ServiceLevelCalls/ 

(ServiceLevelCallsOffered)

Positive impact of abandoned tasks: service level =  (ServiceLevelCalls + 

ServiceLevelAband) /ServiceLevelCallsOffered

In the preceding calculations, ServiceLevelCallsOffered are all the tasks 

answered within the threshold. 
Derived from: Service_Half_Hour.ServiceLevelToHalf

The number of incoming tasks that came into this service. Tasks Offered = 

Tasks Abandon + Routed to agent.
Derived from: Service_Half_Hour.CallsOfferedtoHalf

The number of tasks that were connected to IVR ports.
Derived from: Service_Half_Hour.CallsHandledtoHalf

The number of tasks that disconnected while ringing on the IVR port.
Derived from: Service_Half_Hour.CallsAbandQToHalf

The total number of tasks to the service during the half-hour interval that 

were too short to be considered abandoned. A task is determined to be a short 

task if it is abandoned before the Abandoned Call Wait Time expired. Short 

tasks are not considered abandoned and they are not accounted for in any of 

the ICM abandoned tasks calculations. 
Derived from: Service_Half_Hour.ShortCallsToHalf

The total time all tasks spent in the IVR divided by Number of Tasks Serviced.
Derived from: Service_Half_Hour.AvgHandleTimeToHalf