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Cisco Cisco IP Contact Center Release 4.6.1 Technical References

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0
 = normal operation.
1
 = failures that do not affect functionality.
32
 = degraded operation (call routing still possible).
64
 = failures that prevent call routing.
Service Fields
The ICM/IPCC software can use any of three formulas to calculate the service level for a service.
The formulas differ in the way they treat calls that were abandoned before the service level
threshold expired.
The value of the ServiceLevelType field indicates the type of service level calculation used.
Meaning
Value
Use default value from Peripheral record.
0
Ignore Abandoned Calls. Remove the abandoned calls from the calculation.
1
Abandoned Calls have negative impact. Treat abandoned calls as though they
exceeded the service level threshold.
2
Abandoned Calls have positive impact. Treat abandoned calls as though they
were answered within the service level threshold.
3
Note that regardless of which calculation you choose, the ICM software always tracks separately
the number of calls abandoned before the threshold expired.
In addition to tracking the service level as calculated by the ICM software, the historical and
real-time tables also track the service level as calculated by the peripheral.
In the 
, the PeripheralServiceLevelType field indicates how the peripheral
itself calculates the service level. Aspect CallCenter ACDs can calculate service level in several
different ways.
Valid options for Aspect types are:
•
1 
= Service Level 1
•
2
= Service Level 2
•
3
= Service Level 3
•
4
= Service Level as Calculated by Call Center.
If this field is 0 for a service, the ICM software assumes the default specified for the associated
peripheral.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.2(1)
425
Chapter 4: Field Values
Service Fields