206 Template Reference
entsvc09_svc_array_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 service arrays. A summary row totals the values in each column
for all the service arrays listed.
Database Table
Service_Real_Time
Data
Calls talking. The number of calls on which resources for the service
array are currently talking.
Calls in queue. The number of calls to the service array that are in
queue at each peripheral now.
Average delay in queue. The average delay for calls currently in queue
for the service array.
Longest call in queue. The time that the longest call in queue for the
service array has spent in the queue.
Calls offered. The total number of incoming calls and internal calls sent
to the service array since the end of the last five-minute interval.
Calls are counted as offered as soon as they are sent to the service
array.
Calls handled. The number of calls answered and finished for the
service array since the end of the last five-minute interval.
Calls abandoned. The number of calls in which the caller hung up
before being connected. Measured since the end of the last five-
minute interval.
Average speed of answer (ASA). The average time that all calls offered
to the service array 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 resources in the service array since the end of the last five-minute
interval. Handle time includes time that resources spend in the
Talking In, Work Ready, and Work Not Ready states.
Average talk time. The average time resources for the service array
spent talking on calls handled by the service array since the end of
the last five-minute interval. Talk time includes time spent in the
Talking In, Talking Out, and Talking Other states.