Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide

Follow these guidelines when scripting for service level:

•

Set up a call type to collect statistics prior to the queue (that is, the initial call type designated
for the script using call type mapping.

•

Set up other call types used specifically to collect queue and agent statistics.

•

In your routing scripts, include the Requalify or Call Type nodes to submit the call to the
call type used to collect queuing information.

•

If you want to use call type interval reporting, configure Bucket Intervals. You can create
more than one group of intervals. You can assign these intervals at either the call type level
or the system level.

•

In ICM/IPCC calls can queue to more than skill group and service level metrics are updated
for each skill group to which a single call queues. Service Levels could be adversely affected
if calls abandon within or outside the service level threshold in such cases. Consider queuing
to a single skill group if you include abandons in your Service Level calculations and don’t
want abandons to affect Service Levels adversely.

If you follow these recommendations, the first call type (to which the call was initially mapped)
will gather statistics before the call is queued to the skill group. The script will then pass the
call to the call type set up specifically to collect information after the call is queued to the skill
group.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)