Cisco Cisco E-Mail Manager Unity Integration Option User Guide

Service level time begins as soon as the call enters a call type. Therefore set up call
types/scripts used specifically to collect queue and agent statistics such that service level
time begins once a call is queued to a skill group. Define service levels only for call types
that point to a script that includes a Queue to Skill Group Node.

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You can configure the Service Level settings for all skill groups in the Media Routing Domain
using the ICM/IPCC configuration tool. You can override these settings for individual skill
groups using the ICM/IPCC configuration tools.

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Configure the Service Level settings for all VRU services on a VRU peripheral. This is not
applicable for System IPCC or ARI deployments. You can override these settings for
individual services.

Note that the service level defined at the service (VRU) takes precedence over the service
level defined at the peripheral (VRU).

Follow these guidelines when scripting for service level:

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Set up a call type to collect statistics prior to the queue (that is, the initial call type designated
for the script using call type mapping.

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Set up other call types used specifically to collect queue and agent statistics.

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In your routing scripts, include the Requalify or Call Type nodes to submit the call to the
call type used to collect queuing information.

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If you want to use call type interval reporting, configure Bucket Intervals. You can create
more than one group of intervals. You can assign these intervals at either the call type level
or the system level.

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In ICM/IPCC calls can queue to more than skill group and service level metrics are updated
for each skill group to which a single call queues. Service Levels could be adversely affected
if calls abandon within or outside the service level threshold in such cases. Consider queuing
to a single skill group if you include abandons in your Service Level calculations and don’t
want abandons to affect Service Levels adversely.

If you follow these recommendations, the first call type (to which the call was initially mapped)
will gather statistics before the call is queued to the skill group. The script will then pass the
call to the call type set up specifically to collect information after the call is queued to the skill
group.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)