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Service Reports

entsvc04: Enterprise Service Trend Analysis Report

The number of tasks answered by agents or other answering resources of a 

route or service in the current five-minute interval.
Derived from: Service_Real_Time.CallsAnsweredTo5

The number of tasks to a service or route that were abandoned during the 

current five-minute interval.
Derived from: Service_Real_Time.CallsAbandQTo5

A measurement of how well you are meeting your service level goals for 

answering tasks. This measurement includes abandoned tasks.
Derived from: (Service_Real_Time.ServiceLevelCallsTo5 + 

Service_Real_Time.ServiceLevelAbandTo5) * 1.0 / 

Service_Real_Time.ServiceLevelCallsOfferedTo5

The number of tasks to a service or route that were offered during the current 

half-hour interval.
Derived from: Service_Real_Time.CallsOfferedHalf

The number of tasks to a service or route that were answered during the 

current half-hour interval.
Derived from: Service_Real_Time.CallsAnsweredHalf

The number of tasks to a service or route that were abandoned during the 

current half-hour interval.
Derived from: Service_Real_Time.Service_Real_Time.CallsAbandQHalf

A measurement of how well you are meeting your service level goals for 

answering tasks. This measurement does not include abandoned tasks.
Derived from: (Service_Real_Time.ServiceLevelCallsHalf + 

Service_Real_Time.ServiceLevelAbandHalf) * 1.0 / 

Service_Real_Time.ServiceLevelCallsOfferedHalf

The number of tasks offered to a service or route during the current day.
Derived from: Service_Real_Time.CallsOfferedToday