Cisco Cisco E-Mail Manager Unity Integration Option User Guide

There are four service level events that can occur for the call type:

•

The call is answered by an agent before the Service Level threshold expires. In this case, the
ServiceLevelsCallsOffered and ServiceLevelCalls database fields are incremented.

•

The call abandons while in the VRU (prompt or queue) or at the agent’s phone before the
Service Level threshold expires. In this case, the ServiceLevelCallsOffered and
ServiceLevelAband database fields are incremented.

•

The call redirects on no answer before the Service Level threshold expires. In this case, the
ServiceLevelCallsOffered and ServiceLevelRONA database field is incremented.

•

The Service level threshold timer expires. Example: the call reaches the Service Level
threshold without being answered by an agent or abandoned. In this case, the
ServiceLevelCallsOffered database field is incremented.

If calls encounter an error before the Service Level threshold expires, ServiceLevelError database
field is incremented but ServiceLevelOffered is not incremented. However if the call encounters
an error after the Service Level threshold expires, ServiceLevelOffered is incremented.

As seen above ICM/IPCC gathers metrics for calls that RONA (if you are using IP IVR as the
VRU) and for several types of errors at the call type. You could write a custom report to exclude
these from call type Service Level.

To exclude calls that RONA:

•

If you would like to exclude only calls that redirect on no answer before the Service Level
threshold expires, adjust the ServiceLevelCallsOffered by excluding the ServiceLevelRONA
calls. In this example, abandoned calls have a negative impact.

ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered – ServiceLevelRONA)

•

If you would like to exclude all calls that redirect on no answer irrespective of the Service
Level threshold then adjust the ServiceLevelCallsOffered by excluding all RONA calls. In
this example, abandoned calls have a negative impact.

ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered – CallsRONA)

To exclude errors from your Service Level calculation

•

Adjust the ServiceLevelCallsOffered by excluding error calls. Adjusted SL Offered calls =
SL Offered calls – ( Total Error calls - ServiceLevelError)

For example, if abandoned calls have Negative Impact, ServiceLevel = ServiceLevelCalls /
(ServiceLevelCallsoffered – (AgentErrorCount + ErrorCount – ServiceLevelError))

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)