Real-Time and Historical Templates 261
8. Template Reference
persvc12_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 peripheral services. This grid also provides a
service summary row that averages or totals the data for the individual
peripheral services listed.
Database Table
Service_Half_Hour
Data
Service level. The percentage of incoming calls to the peripheral service
that were answered within a specified threshold during the half-hour
interval.
Average speed of answer (ASA). The average time that all calls offered
to the peripheral service waited before being answered during the
half-hour interval.
Average handle time (AHT). The average handle time for calls handled
by agents in the peripheral service for the half-hour 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).
Average delay in queue. The average delay for all calls that were in
queue for the peripheral service for the half-hour interval.
Calls offered. The total number of incoming calls and internal calls sent
to the peripheral service during the half-hour interval. Calls are
counted as offered as soon as they are sent to the peripheral service.