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.)