Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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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.

If calls encounter an error before the Service Level threshold expires, ServiceLevelError database
field is incremented but ServiceLevelOffered is not incremented. However if the call encounters
an error after the Service Level threshold expires, ServiceLevelOffered is incremented.

As seen above ICM/IPCC gathers metrics for calls that RONA (if you are using IP IVR as the
VRU) and for several types of errors at the call type. You could write a custom report to exclude
these from call type Service Level.

To exclude calls that RONA:

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If you would like to exclude only calls that redirect on no answer before the Service Level
threshold expires, adjust the ServiceLevelCallsOffered by excluding the ServiceLevelRONA
calls. In this example, abandoned calls have a negative impact.

ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered – ServiceLevelRONA)

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If you would like to exclude all calls that redirect on no answer irrespective of the Service
Level threshold then adjust the ServiceLevelCallsOffered by excluding all RONA calls. In
this example, abandoned calls have a negative impact.

ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered – CallsRONA)

To exclude errors from your Service Level calculation

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Adjust the ServiceLevelCallsOffered by excluding error calls. Adjusted SL Offered calls =
SL Offered calls – ( Total Error calls - ServiceLevelError)

For example, if abandoned calls have Negative Impact, ServiceLevel = ServiceLevelCalls /
(ServiceLevelCallsoffered – (AgentErrorCount + ErrorCount – ServiceLevelError))

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:

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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

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The call is dequeued from a skill group before the Service Level threshold expires. In this
case ServiceLevelsCallsOffered and ServiceLevelCallsDequeued database fields are

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)