276 Template Reference
routes07_now_to5_grid
Description
This template generates a grid that provides call counts, queue status,
and service level data in real-time and for the last five minutes for
selected routes. A summary row totals the values in each column for all
the routes listed.
Database Table
Route_Real_Time
Data
Calls talking. The number of calls on which agents for the route are
currently talking.
Calls in queue. The number of calls to the route that are in queue at
each peripheral now.
Average delay in queue. The average delay for calls currently in queue
for the route.
Longest call in queue. The time that the longest call in queue for the
route has spent in the queue.
Calls offered. The total number of incoming calls and internal calls sent
to the route since the end of the last five-minute interval. Calls are
counted as offered as soon as they are sent to the route.
Calls handled. The number of calls answered and finished for the route
since the end of the last five-minute interval. (Also provided as a
percentage of the total calls offered to the route during the half-hour
interval.)
Calls abandoned. The number of calls in which the caller hung up
before being connected with an agent. Measured since the end of the
last five-minute interval. (Also provided as a percentage of the total
calls offered to the route during the half-hour interval.)
Average speed of answer (ASA). The average time that all calls offered
to the route 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 for the route 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).