Cisco Cisco IP Contact Center Release 4.6.2
Service Level
Service level is a measure of how well you are meeting your goals for answering calls. For each
service, you can set a goal for the maximum time a caller spends in a queue before being
connected to an agent. This value is the service level threshold. The service level is usually
expressed as the percentage of calls that are answered within the threshold.
service, you can set a goal for the maximum time a caller spends in a queue before being
connected to an agent. This value is the service level threshold. The service level is usually
expressed as the percentage of calls that are answered within the threshold.
To calculate the service level for a period of time, the system software determines the number
of calls that have had a service level event within that period.
of calls that have had a service level event within that period.
A service level event occurs when one of three things happens to a call:
•
It is answered within the service level threshold.
•
It is abandoned within the service level threshold.
•
It reaches the service level threshold without being answered or abandoned.
All calls that have a service level event within a specified period are considered as service level
calls offered for that period. This differs from a simple call's offered value, which counts each
call at the time it is first offered to the service.
calls offered for that period. This differs from a simple call's offered value, which counts each
call at the time it is first offered to the service.
Service Level Threshold
The service level threshold is the number of seconds you set as a goal for connecting a call with
an agent. When you set up a peripheral, you can specify a default service level threshold for all
services associated with that peripheral. When you set up each service, you can choose to either
use the default threshold set for the peripheral or specify a threshold for the service itself in the
Service Level Threshold field. If you do not specify a service level threshold for an individual
service, the default threshold you specified for the peripheral is used. Typically, you must set
these values to match the service level thresholds being used by the peripheral itself.
an agent. When you set up a peripheral, you can specify a default service level threshold for all
services associated with that peripheral. When you set up each service, you can choose to either
use the default threshold set for the peripheral or specify a threshold for the service itself in the
Service Level Threshold field. If you do not specify a service level threshold for an individual
service, the default threshold you specified for the peripheral is used. Typically, you must set
these values to match the service level thresholds being used by the peripheral itself.
Service Level Types
Different peripheral types use slightly different formulas to calculate service level. The system
software provides a uniform calculation across all peripherals. This allows you to apply uniform
metrics and performance goals across all peripherals. However, the system software also tracks
the service level as calculated by the peripheral itself. This is called the peripheral service level.
You can use this value, for example, to continue to compare performance to historical norms.
software provides a uniform calculation across all peripherals. This allows you to apply uniform
metrics and performance goals across all peripherals. However, the system software also tracks
the service level as calculated by the peripheral itself. This is called the peripheral service level.
You can use this value, for example, to continue to compare performance to historical norms.
Some peripherals let you select one of several types of service level calculation. You can specify
which of these types of service level you want the system software to track.
which of these types of service level you want the system software to track.
The uniform service level calculation performed by the system software can be done in any of
three ways:
three ways:
•
Abandoned calls ignored. The number of calls answered within the threshold divided by
the number of calls that had a service level event minus the number of calls that were
the number of calls that had a service level event minus the number of calls that were
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 2: How Routing Works
Timeouts and Thresholds