Cisco Cisco IPCC Web Option User Guide

Service Level at the Skill Group

The service level threshold timer at the skill group starts as soon as the call is queued to a skill
group.

There are five service level events that can occur for the call type:

•

The call is answered by an agent before the Service Level threshold expires. In this case, the
ServiceLevelsCallsOffered and ServiceLevelCalls database fields are incremented are
incremented for the skill group that answered the call. If the call is queued to more than one
skill group, then ServiceLevelsCallsOffered and ServiceLevelCallsDequeued database fields
are incremented for the other skill groups

•

The call is dequeued from a skill group before the Service Level threshold expires. In this
case ServiceLevelsCallsOffered and ServiceLevelCallsDequeued database fields are
incremented. Calls may be dequeued using Cancel Queue node, when they are de-queued
from the skill group to be routed to a different skill group.

•

The call abandons while in the VRU (queue) or at the agent’s phone before the Service Level
threshold expires. In this case, the ServiceLevelCallsOffered and ServiceLevelAband database
fields are incremented.

•

The call redirects on no answer before the Service Level threshold expires. In this case, the
ServiceLevelCallsOffered and ServiceLevelRONA database field is incremented.

•

The Service level threshold timer expires. Example: the call reaches the Service Level
threshold without being answered by an agent or abandoned. In this case, the
ServiceLevelCallsOffered database field is incremented.

In ICM/IPCC calls can queue to more than one skill group depending on your scripting, and
therefore Service Level metrics are updated for each skill group to which a single call queues.

Therefore, it is important to understand how Service Levels are impacted in such cases.

•

If a call is queued to more than one skill group and then the call is answered before the Service
Level threshold expires ServiceLevelsCallsOffered and ServiceLevelCalls database fields
are incremented for the skill group that answered the call. For the other skill groups
ServiceLevelsCallsOffered and ServiceLevelCallsDequeued database fields are incremented.

•

If a call is queued to more than one skill group and the call abandons in queue before the
Service Level threshold expires then ServiceLevelsCallsOffered and ServiceLevelCallsAband
database fields are incremented for all the skill groups. This will have a negative or positive
impact on Service Levels in all the skill groups depending on how you have decided to treat

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