Service Desk Management Business Logic Modules

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Service Desk Management Business Logic Modules

The following sections describe the business logic modules used in the metrics common to Call Center services.

Service Desk Management Event Types

The Call Center service desk management event types provide call information for a particular center or operator.

Call Center Event Type Structure

The following table shows the structure of the Call event type:

#	Name	Description
1	EventTimestamp	Timestamp.
2	CallCenter	Name of call center/operator (could be locations or different providers or locations).
3	TotalCalls	Total number of calls offered in the call center at that time stamp.
4	Answered	Total number of calls connected to an operator (agent) who answered.
5	Abandoned	Total number of calls that were not attended. Total number of calls which abandoned before being served.
6	AnsweredWithinX Seconds_Count1	A number indicating the number of calls answered within the time limit described by the corresponding bucket (limit 1).
7	AnsweredWithinX Seconds_Limit1	A number indicating the number of seconds during which calls are answered (limit 1).
8	AnsweredWithinX Seconds_Count2	A number indicating the number of calls answered within the time limit described by the corresponding bucket (limit 2).
9	AnsweredWithinX Seconds_Limit2	A number indicating the number of seconds during which calls are answered (limit 2).
10	AnsweredWithinX Seconds_Count3	A number indicating the number of calls answered within the time limit described by the corresponding bucket (limit 3).
11	AnsweredWithinX Seconds_Limit3	A number indicating the number of seconds during which calls are answered (limit 3).
12	CallsAfter60s	Number of calls answered by an agent. It is a function of the time spent since the call was processed by the routing mechanism until the agent answered (equivalent to: waiting time + ringing time).
13	AbandBefore10s	Total number of calls abandoned before being served.
14	AbandBefore30s	Total number of calls abandoned before being served.
15	AbandBefore60s	Total number of calls abandoned before being served.
16	AbandAfter60s	Total number of calls abandoned before being served.
17	AvgDurCallProc	Average duration of call processing of call served. Call processing is calculated between the agent answering the call and the end of wrap-up time.
18	AvgWaitAnsCalls	Average time spent in queue by calls which were connected to a resource. The abandoned calls and calls redirected due to waiting timer overflow are not taken into account.
19	EscalatedCalls	% of Calls that an incident was opened for them in the Incident management system.