144 Available Data
peripheral service level, is a proprietary service level as calculated by
the peripheral. Some peripherals support more than one type of service
level calculation. The method of service level calculation used by the
peripheral is set by the System Manager when the peripheral service is
configured.
See also:
The Intelligent CallRouter System Manager Guide provides more
detailed information on service level calculation methods and options.
7.4.3. Queues and Delays
The ICR tracks the time calls spend queued for each peripheral service
and the number of calls queued in real-time and for each half-hour
interval. Specifically, the ICR tracks the following data for queues and
delays:
Calls in queue. The number of calls to the service that are in queue
at the peripheral.
Calls abandoned in queue. The number of calls queued to the
service that were abandoned during an interval. An abandoned call
is a call in which the caller hangs up before the call is answered.
Average delay in queue. The average delay time that all calls for
the service spent in the queue during an interval.
Average delay in queue for abandoned calls. The average delay
time of all calls abandoned in queue for the service.
Answer wait time. The sum of the time in seconds that all calls
offered to the service during an interval had to wait before being
answered.
Average speed of answer. The average time that all calls offered to
the service during an interval waited before being answered.
Service level calls queue held. The number of calls to the service
that have been in queue longer than the service level threshold.
Longest delay for an abandoned call. The longest time that a call
was in queue for the service before being abandoned.
Longest delay queue time. The longest time that a call was in
queue for the service before being answered.
Total delay queue time. The sum of delay time in queue for all
calls to the service during an interval.