Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

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Service Level for skill group 1
(ServiceLevelCalls/(ServiceLevelCallsOffered-ServcieLevelCallsAband -
RouterCallsDequeued) = 40% (4/(20-0-10)

Service Level for skill group 2
(ServiceLevelCalls/(ServiceLevelCallsOffered-ServcieLevelCallsAband -
RouterCallsDequeued) = 30% (3/(20-0-10)

Service Levels per Reporting Entity

Service levels can be defined for:

•

Call type

•

Skill Group

•

Peripheral VRU service

For measuring overall customer experience, the service level for the call type provides the most
insight into overall call treatment. At the skill group level, the service level metric is more useful
for monitoring agent and skill group performance than for obtaining insight into how callers
are experiencing the system.

For each of these entities, you can configure either global service levels or individual service
levels.

Service Level at the Call Type

The service level threshold timer at the call type starts as soon as the call enters the call type
that has a service level defined. When the service level timer expires, the service level is applied
to the current call type associated with the call.

If a call type is changed using the Requalify or Call type nodes, then the service threshold timer
is reset.

Only Call Types that are associated with scripts that use the Queue To and LAA Select nodes
in them define service levels.

There are four 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.

•

The call abandons while in the VRU (prompt or 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.

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