216 Template Reference
entsvc18_gate_half_hourly_status_grid
Description
This template generates a grid report that provides half-hour 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_Half_Hour
Skill_Group_Half_Hour
Data
Calls Offered – Half-Hour, for All Calls (NCO). The number of
incoming calls or internal calls sent to a specific enterprise service
(collection of gates). A call is counted as offered as soon as it is sent
to a gate.
Cumulative Service Level – Half-Hour, for All Calls (CSL). The
percentage of incoming calls to the enterprise service during the
interval that were answered within a specified threshold.
% ICR Routed Calls – Half-Hour for All Calls (ICR%). The number
or percentage of calls that were routed by the GEOTEL Intelligent
CallRouter. The ICR tracks the number of ICR-routed calls in the
CallsRoutedHalf fields of the central and local databases.
Calls Handled – Half-Hour (NCH). The total number of calls handled
to completion by an enterprise service’s agents. (Also shown as a
percentage.)
Average Speed of Answer (ASA). The average time that all calls
offered to the enterprise service waited before being answered
during the half-hour interval.
Average Talk Time (ATT). The average talk time for calls handled by
the enterprise service during the half-hour interval.
Answer Wait Time (AWT). Sum of answer wait time for all calls
offered to the enterprise service during the half-hour interval.
Average Handle Time (AHT). Average handle time for the enterprise
service for the half-hour interval. Handle time includes time agent
spend in the Talking In, Hold, Work Ready, and Work Not Ready
states.
Calls Abandoned – Half-Hour and Today (Nca). The number and
percentage of calls in which the caller hung up before being
connected with an agent.