268 Template Reference
persvc18_gate_half_hourly_status_gridDescription
This template generates a grid report that provides half-hour status
information for an peripheral service. In this report, a peripheral service
is considered to be a gate. A gate is the Rockwell Galaxy term for a
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 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 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 a service’s agents. (Also shown as a percentage.)
Average Speed of Answer (ASA). The average time that all calls
offered to the service waited before being answered during the half-
hour interval.
Average Talk Time (ATT). The average talk time for calls handled by
the service during the half-hour interval.
Answer Wait Time (AWT). Sum of answer wait time for all calls
offered to the service during the half-hour interval.
Average Handle Time (AHT). Average handle time for the 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.
Average Seconds for Abandoned Calls (ASB). The average seconds of
delay time for all calls to the service that were abandoned in queue
during the half-hour interval.