Cisco Systems ICM Software Version 4.5 Manual do Utilizador descarregar pdf (Página 209)

Real-Time and Historical Templates 209

8. Template Reference

entsvc12_calls_analysis_half_hour

Description

This template generates a historical grid that provides half-hour call

counts, time in seconds for ASA, AHT, and average delay in queue, and

service levels for selected enterprise services. This grid also provides a

service summary row that averages or totals the data for the individual

enterprise services listed.

Database Table

Service_Half_Hour

Data

Service level. The percentage of incoming calls to the enterprise service

that were answered within a specified threshold during a half-hour

interval.

Average speed of answer (ASA). The average time that all calls offered

to the enterprise service waited before being answered during a

half-hour interval.

Average handle time (AHT). The average handle time for calls handled

by agents in the enterprise service for a half-hour interval. Handle

time includes time that agents spend in the Talking In, Work Ready,

and Work Not Ready states.

Average delay in queue. The average delay for all calls that were in

queue for the enterprise service for the half-hour interval.

Calls offered. The total number of incoming calls and internal calls sent

to the enterprise service for the half-hour 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 during the half-hour interval. (Also provided as a

percentage of the total calls offered to the enterprise service during

the half-hour interval.)

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Cisco Systems ICM Software Version 4.5 Manual do Utilizador Página 209