Cisco Cisco IP Contact Center Release 4.6.1 Technical References

The value of the ServiceLevelType field indicates the type of service level calculation used.

Use default value from Peripheral record.

0

Ignore Abandoned Calls. Remove the abandoned calls from the calculation.

1

Abandoned Calls have negative impact. Treat abandoned calls as though they
exceeded the service level threshold.

2

Abandoned Calls have positive impact. Treat abandoned calls as though they
were answered within the service level threshold.

3

Note that regardless of which calculation you choose, the ICM software always tracks separately
the number of calls abandoned before the threshold expired.

In addition to tracking the service level as calculated by the ICM software, the historical and
real-time tables also track the service level as calculated by the peripheral.

, the PeripheralServiceLevelType field indicates how the peripheral

itself calculates the service level. Aspect CallCenter ACDs can calculate service level in several
different ways.

Valid options for Aspect types are:

•

1 = Service Level 1

•

2= Service Level 2

•

3= Service Level 3

•

4= Service Level as Calculated by Call Center.

If this field is 0 for a service, the ICM software assumes the default specified for the associated
peripheral.

If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral).

If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral).

Service Real Time: Service Mode Indicator Field

, the ServiceModeIndicator field indicates the current

mode of the service.

Day Service

1

Night Service

2

Closed with Answer

3

Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)