Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note

You can filter the Contact Service Queue Priority Summary Report by this 
parameter:

The Contact Service Queue Service Level Priority Summary Report contains 
information about the total number and percentage of calls that are handled within 
service level, and the number and percentage of calls that are handled within 
service level for each call priority. Call priorities range from 1 (lowest) to 10 
(highest).

The Contact Service Queue Service Level Priority Summary Report can include 
these charts:

The Contact Service Queue Service Level Priority Summary Report includes a 
table that shows the following information:

Contact Service 
Queue Name

Displays information for the specified CSQs. 

Total Calls that Met 
Service Level

For each CSQ, displays the total number of calls that are handled within service 
level.

Percentage of Calls 
that Met Service 
Level

For each CSQ, displays the percentage of calls that are handled within service 
level.

CSQ Name (Call 
Skills)

Name of the CSQ, and the call skills associated with the CSQ, if the CSQ is 
configured based on resource skills. Multiple skills are separated by commas.

Service Level (sec)

Value entered in the Service Level field when the CSQ was set up in Cisco 
Unified CCX Administration. If the service level changed during the report 
period, the report shows the old and new service level values.