Real-Time and Historical Templates 217
8. Template Reference
Average Seconds for Abandoned Calls (ASB). The average seconds of
delay time for all calls to the enterprise service that were abandoned
in queue during the half-hour interval.
Primary Position Manned (PPM). The number of agents for the
enterprise service who were logged on to their primary assignment
gate during the interval (also referred to as the agent’s primary
position).
Occupancy (OCC). Total time, in seconds, that agents for the enterprise
service were logged on during the half-hour interval.
Percentage (%) of available agents (AVI). The percentage of agents
for the enterprise service who were in the Available state at the end
of the half-hour interval.
Percentage (%) agents talking (TLK). The percentage of agents for
the enterprise service who were in the Talking In state at the end of
the half-hour interval.
After-Call Work (CW). The number of agents who were involved in
after-call work during the interval. 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 (OTH). The sum of the time that agents spent in the Not
Ready and Busy Other states for the interval.
Example