Cisco Cisco Unified Contact Center Enterprise 9.0(2)
abandoned before exceeding the service level threshold. Calls abandoned before the service
level threshold expired are removed from this calculation.
level threshold expired are removed from this calculation.
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Abandoned calls negatively impact service level. The number of calls answered within the
threshold divided by the number of calls that had a service level event. This treats these
abandoned calls as though they had exceeded the threshold.
threshold divided by the number of calls that had a service level event. This treats these
abandoned calls as though they had exceeded the threshold.
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Abandoned calls positively impact service level. The number of calls answered within the
threshold plus the number of calls abandoned within the threshold, all divided by the number
of calls that had a service level event. This treats these abandoned calls as though they were
answered within the threshold.
threshold plus the number of calls abandoned within the threshold, all divided by the number
of calls that had a service level event. This treats these abandoned calls as though they were
answered within the threshold.
The following example illustrates these different ways of calculating service level.
Example Service Level Calculations
Call Counts
Answered within service level threshold: 70
Abandoned within service level threshold: 10
Exceeded service level threshold: 20
Total service level events: 100
Service Level Calculations
Abandoned calls ignored: 70 / (100 - 10) = 77.7%
Abandoned calls negatively impact: 70 / 100 = 70.0%
Abandoned calls positively impact: (70 + 10) / 100 = 80.0%
The value of the Service Level Type field for the service determines how the system software
treats abandoned calls. You set this value when you configure the service.
treats abandoned calls. You set this value when you configure the service.
Configuring Service Levels
Service Level is set in six configurable windows in Configuration Manager, which you can
define in different ways depending on the kind of information you want it to provide.
define in different ways depending on the kind of information you want it to provide.
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Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 2: How Routing Works
Configuring Service Levels