Service Data 141
7. Available Data
GEOTEL
ICR Alcatel 4400 NEC NEAX 2400 Ericsson ACP100
Work Ready Agent Working
After Call/Wrap-
up
Work Agent not ready
Work Not
Ready Agent Work Not
Ready N.A. N.A.
Busy Other N.A. Supported (no NEC
term) Other
Reserved N.A. Aler ting N.A.
Hold Busy All on hold N.A.
7.4. Service Data
The Intelligent CallRouter tracks data for each peripheral service in the
call center enterprise. A service is a particular type of call processing the
caller requires. For example, in a retail sales company’s call center, a
caller might have a question about an account balance. This caller might
be directed to the Customer Accounts service.
A peripheral service is a service that is tied to a specific peripheral
(ACD) in the call center enterprise. A single peripheral might have
several services defined such as Sales, Technical Support, and Customer
Accounts.
See also:
Chapter 1, “Overview” provides some examples of enterprise and
peripheral services.
Peripheral service data are stored in the Service_Real_Time and
Service_Half_Hour tables. To ar rive at daily values, the ICR sums the
Service_Half_Hour rows for each day.

7.4.1. Call Counts

The ICR tracks calls routed to and handled by each peripheral service.
Specifically, the ICR records the following data on call counts, both in
real-time and for each half-hour interval:

Calls in progress. The total number of calls in progress at the

peripheral.

Calls routed. The total number of calls routed to the service by the

ICR during an interval.

Calls incoming. The total number of calls coming in to the service

from an external carrier. This includes handled, abandoned, and
currently queued calls.