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202 Template Reference
entsvc07_now_to5_grid
Description
This template generates a grid that provides call counts, queue status,
and service level data in real-time and for the last five minutes for
selected enterprise services. A summary row totals the values in each
column for all the enterprise services listed.
Database Table
Service_Real_Time
Data
Calls talking. The number of calls on which agents for the enterprise
service are currently talking.
Calls in queue. The number of calls to the enterprise service that are in
queue at each peripheral now.
Average delay in queue. The average delay for calls currently in queue
for the enterprise service.
Longest call in queue. The time that the longest call in queue for the
enterprise service has spent in the queue.
Calls offered. The total number of incoming calls and internal calls sent
to the enterprise service since the end of the last five-minute
interval. Calls are counted as offered as soon as they are sent to the
enterprise service.
Calls handled. The number of calls answered and finished for the
enterprise service since the end of the last five-minute interval.
Calls abandoned. The number of calls in which the caller hung up
before being connected with an agent. Measured since the end of the
last five-minute interval.
Average speed of answer (ASA). The average time that all calls offered
to the enterprise service waited before being answered. Measured
since the end of the last five-minute interval.
Average handle time (AHT). The average handle time for calls handled
by agents in the enterprise service since the end of the last
five-minute interval. Handle time includes time that agents spend in
the Talking In, Work Ready, and Work Not Ready states.
Average talk time. The average time agents for the enterprise service
spent talking on calls handled by the enterprise service since the end
of the last five-minute interval. Talk time includes time spent in the
Talking In, Talking Out, and Talking Other states.