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

With the existence of a network VRU, for IPCC and for ICM systems in which calls are 
translation-routed, the measurement of Service Level begins when the call arrives at 
the routing script, or when its call type is changed.  This means that if self-service is 
performed on a call before the call is queued to an agent, the routing script must be 
set up to change the call type of the call when self-service is completed.  Otherwise, 
the time spent in self-service will negatively impact the Service Level.

Call types reports, both real time and Historical, might seem to not peg correctly, 

based on the call counts in the "overflow out" column. 
The reports affected are:

, and

Overflow Out is incremented when the one of the following occurs:

The call type associated with the current call is changed through use of a Call Type or 
Requalify node.

The call is redirected.

When a call is redirected, the PIM no longer can receive events for the call and has 

no way of referencing or tracking the call. 
For example, the call might have been redirected to an unmonitored device and 

then returned to the switch with a different call ID. 

The call is sent to a label using a label node. The call was not default-routed, and the 
label was not a ring, busy, or announcement label.

The call hit a release node.