Cisco Cisco IPCC Web Option

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Configuring the System Information Service Level for Call Types

Service Levels are set at the System Information level for all call types. To view or change the
default system-level settings for all Call Types:

In the Configuration Manager, select Tools > Miscellaneous Tools > System Information.

Specify a value for Service level threshold in seconds.

The default is 20 seconds.

Select the Service level type.

The options are: Abandoned Calls have Negative Impact, Abandoned Calls have Positive Impact,
and Ignore Abandoned Calls.

The default is Ignore Abandoned Calls.

Click Save.

Configuring the Service Levels for Specific Call Types

To configure Service Levels for specific Call Types, which override the System Information
settings:

In the Configuration Manager, select Tools > List Tools > Call Type Lists.

Click Retrieve.

Select the Call Type whose service level you want to set.

For Service level threshold, check the box to the right of the field to override the default from
the System Information (20 seconds).

Specify a Service level threshold value in seconds for this Call Type.

For Service level type, check the box to the right of the field to override the default.

Select from Ignore Abandoned Calls, Abandoned Calls have Negative Impact, and Abandoned
Calls have Positive Impact.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)