256 Template Reference
persvc08_gate_realtime_status_grid
Description
This template generates a grid report that provides real-time, half-hour,
and daily status information for gates. A gate is the Rockwell Galaxy
term for a service.
Database Table
Service_Real_Time
Data
Calls Offered – Real-Time, Half-Hour, Today (Nco). The number of
incoming calls or internal calls that are sent to a specific gate. In
real-time data, a call is counted as offered as soon as it is sent to the
gate.
Calls in Queue (Que). The number of calls to the gate that are in queue
now.
Calls Held (Hld). The number of calls to the gate that are currently
queued for longer than the service level threshold.
Primary Position Manned (Ppm). The number of agents for the gate
who are logged on to their primary assignment gate (also referred to
as the agent’s primary position).
Available Agents (Aav). The number of agents for the gate who are
ready to accept calls and are not currently involved in call work.
Incoming Calls (In). The number of agents who are talking on
incoming calls.
Outgoing Calls (Out). The number of agents who are talking on
outgoing calls.
After-Call Work (Cw). The number of agents who are involved in
after-call work. 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 (Othr). The sum of the time that agents spend in the Not
Ready and Busy Other states.
Average Speed of Answer (Asa). The average time that all calls offered
to the gate during the current five-minute interval waited before
being answered.
Calls Handled – Half-Hour and Today (Nch). The total number of
calls handled to completion by a gate’s agents.