204 Template Reference
entsvc08_gate_realtime_status_grid
Description
This template generates a grid report that provides real-time, half-hour,
and daily status information for an enterprise service. In this report, an
enterprise service is considered to be a collection of gates. A gate is the
Rockwell Galaxy term for a peripheral service.
Database Table
Service_Real_Time
Data
Calls Offered – Real-Time, Half-Hour, Today (Nco). The number of
incoming calls or internal calls sent to a specific enterprise service
(collection of gates). In real-time data, a call is counted as offered as
soon as it is sent to a gate.
Calls in Queue (Que). The number of calls to the enterprise service that
are in queue now.
Calls Held (Hld). The number of calls to the enterprise service that are
currently queued for longer than the service level threshold.
Primary Position Manned (Ppm). The number of agents for the
enterprise service who are logged on to their primary assignment
gate (also referred to as the agent’s primary position).
Available Agents (Aav). The number of agents for the enterprise
service who are ready to accept calls and are not currently involved
in call work.
Incoming Calls (In). The number of agents who are talking on
incoming calls.
Outgoing Calls (Out). The number of agents who are talking on
outgoing calls.
After-Call Work (Cw). The number of agents who are involved in
after-call work. After-call work includes post-call activities such as
completing paperwork or consulting with associates. Agents
performing after-call work are either in the Work Ready or Work
Not Ready state.
Other Time (Othr). The sum of the time that agents spend in the Not
Ready and Busy Other states.
Average Speed of Answer (Asa). The average time that all calls offered
to the enterprise service during the current five-minute interval
waited before being answered.