Cisco Cisco IPCC Web Option User Guide
abandon calls for Service Level calculations in your configuration for the individual skill
groups.
groups.
•
If a call is queued to more than one skill group and the call abandons in queue after the
Service Level threshold expires then ServiceLevelsCallsOffered database field is incremented
for all the skill groups. This will adversely affect your Service Level.
Service Level threshold expires then ServiceLevelsCallsOffered database field is incremented
for all the skill groups. This will adversely affect your Service Level.
•
If a call is queued to more than one skill group and the call abandons after it was routed to
a skill group (example: Abandon while ringing at the agent) before the Service Level threshold
expires, ServiceLevelCallsOffered and ServiceLevelCallsAband database fields are
incremented for the skill group that had the abandon, while other skill groups have
ServiceLevelCallsOffered and ServiceLevelCallsDequeued database fields incremented.
a skill group (example: Abandon while ringing at the agent) before the Service Level threshold
expires, ServiceLevelCallsOffered and ServiceLevelCallsAband database fields are
incremented for the skill group that had the abandon, while other skill groups have
ServiceLevelCallsOffered and ServiceLevelCallsDequeued database fields 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 skill group. You could write a custom report to
exclude these from skill group Service Level.
VRU) and for several types of errors at the skill group. You could write a custom report to
exclude these from skill group Service Level.
To exclude calls that RONA:
•
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.
threshold expires, adjust the ServiceLevelCallsOffered by excluding the ServiceLevelRONA
calls. In this example, abandoned calls have a negative impact.
ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered – RouterCallsDequeued -
ServiceLevelRONA)
ServiceLevelRONA)
•
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.
Level threshold then adjust the ServiceLevelCallsOffered by excluding all RONA calls. In
this example, abandoned calls have a negative impact.
ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered – RouterCallsDequeued
CallsRONA)
CallsRONA)
If you want to remove errors from SLCallsOffered, you can use this formula in a custom report:
SLCallsOffered – (Errors –SLErrors).
SLCallsOffered – (Errors –SLErrors).
Service Level at the Peripheral VRU Service - Not Applicable for System IPCC Deployments
The service level threshold timer at the VRU service starts as soon as the call arrives at the VRU
service.
service.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 4: Measuring Customer Experience
Service Level Reporting