254 Template Reference
persvc07_now_to5_grid
Description
This template generates a grid that provides call counts, queue status,
and service level data in real-time and since the end of the last
five-minute interval for selected peripheral services. A summary row
totals the values in each column for all the peripheral services listed.
Database Table
Service_Real_Time
Data
Calls talking. The number of calls on which agents for the peripheral
service are currently talking.
Calls in queue. The number of calls to the peripheral service that are in
queue at each peripheral now.
Average delay in queue. The average delay for calls currently in queue
for the peripheral service.
Longest call in queue. The time that the longest call in queue for the
peripheral service has spent in the queue.
Calls offered. The total number of incoming calls and internal calls sent
to the peripheral service since the end of the last five-minute
interval. Calls are counted as offered as soon as they are sent to the
peripheral service.
Calls handled. The number of calls answered and finished for the
peripheral service since the end of the last five-minute interval.
Calls abandoned. The number of calls since the end of the last
five-minute interval in which the caller hung up before being
connected with an agent.
Average speed of answer (ASA). The average time that all calls offered
to the peripheral service 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 agents in the peripheral service since the end of the last
five-minute interval. Handle time includes time that agents spend
talking on inbound calls (Talking In) and performing after-call work
(Work Ready and Work Not Ready) .