• 5.19

Task Service Report

The Task Service report provides key performance indicators for services of the task type.


	If you run service reports for time periods when currently inactive, discontinued, or deleted services were active, those service names will still appear in the report. The report will show the service names as they were when they were active. If there's no activity on a service for 30 days, its name will be italicized. After 90 days of inactivity, the service name will no longer appear in the reports.

Performance indicators for a task service

Metric Descriptions

The metrics of this report are organized into columns, each of which is described below.

Received: The number of tasks routed to this service in the reporting interval. This metric excludes tasks received via transfer or service change.

Carried Over: The number of tasks that were routed to this service before the reporting interval and were unprocessed at the beginning of the interval.

Total Processed: The number of tasks that were completed by any method within the reporting interval. This represents the total of Completed, Transferred, and Service Changed tasks.

Completed: The number of tasks that were completed within the reporting interval.

Transferred: The number of tasks that were transferred to other agents within the reporting interval.

Remaining: The number of tasks that were not completed at the end of reporting interval.

Average Completion Time: The average amount of time agents took to complete a task. The completion time of a task is measured from the moment it is placed in the service queue to the moment of completion.

Completed in SL %: The percentage of tasks which were completed within the predefined service level threshold relative to all completed tasks. Note that when compared with the service level threshold, the completion time excludes the time that is outside of the hours of operation specified for the given service.

Total Handle Time: The total time spent completing tasks within a reporting interval, calculated as the sum of all the time when a task was in the active state (selected in ACL) on the agent desktop.

Average Handle Time: The average amount of time spent to complete each task during a given reporting interval, calculated by dividing the Total Handle Time by the number of completed tasks.

Average Processing Time: The average amount of time between a task being assigned to an agent and the task being completed.

Received by Service Change: The number of tasks recategorized by agents to this service during the reporting interval.

Received by Transfer: The number of tasks associated with this service via transfer. Interactions received via Service Changed are excluded.

Service Changed: The number of tasks that were assigned to a different service during the reporting interval. For example, the agent changed the service of a task to another task service and continued processing the interaction.< Previous