Cisco Cisco IPCC Web Option 用户指南

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Service Reports

entsvc01: Enterprise Service Queue Delay Status Real Time Report

The time that the longest task in the queue for the service or route has been 

in the queue.
Derived from: max(DateDiff(ss, Service_Real_Time.LongestCallQ, 

Controller_Time.NowTime))

The average answer wait time that all tasks handled by the service during the 

last five minutes waited before being answered.
The average answer wait time is the sum of the time that all incoming tasks to 

a route or service waited before being answered during the current interval. 

This includes delay time, queue time, and ring time.
Derived from: (Service_Real_Time.AnswerWaitTimeTo5) * 1.0 / 

Service_Real_Time.CallsHandledTo5