Cisco Cisco Administrative Workstation User Guide
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The call abandons before the Service Level threshold expires. In this case, the
ServiceLevelCallsOffered and ServiceLevelAband database fields are incremented.
ServiceLevelCallsOffered and ServiceLevelAband database fields are incremented.
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The call redirects on no answer before the Service Level threshold expires. In this case, the
ServiceLevelCallsOffered database field is incremented.
ServiceLevelCallsOffered database field is incremented.
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The call reaches the Service Level threshold without being answered by an agent or abandoned.
In this case, the ServiceLevelCallsOffered database field is incremented.
In this case, the ServiceLevelCallsOffered database field is incremented.
All calls that have a service level event within a specified period are considered as service level
calls offered for that period. This differs from a simple call’s offered value, which counts each
call at the time it is first offered to the service.
calls offered for that period. This differs from a simple call’s offered value, which counts each
call at the time it is first offered to the service.
Note: Service Level is not affected for calls that are neither answered nor abandoned within the
Service Level time. For example, calls that encounter an error condition or are sent to
non-monitored devices (using the label node) within the Service Level threshold do not affect
the Service Level.
Service Level time. For example, calls that encounter an error condition or are sent to
non-monitored devices (using the label node) within the Service Level threshold do not affect
the Service Level.
See also:
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How Service Levels are Calculated
These are the types of Service Levels reported:
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Peripheral Service Level
Unified ICM tracks and reports the service level as computed by the Peripheral. This metric
is available for Services only and is available and supported for some ACDs. Check your
ACD Supplement Guide.
is available for Services only and is available and supported for some ACDs. Check your
ACD Supplement Guide.
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ICM Service Level
The Unified ICM software also provides a Service Level calculation as computed by Unified
ICM. This is reported for both Call Types and Services.
ICM. This is reported for both Call Types and Services.
Two important configuration parameters contribute to the calculation of Service Level:
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Service Level threshold
A Service Level threshold is the number of seconds you set as a goal to treat a call. To
calculate the Service Level for a period of time, ICM software determines the number of
calls that have had a Service Level event within that interval.
calculate the Service Level for a period of time, ICM software determines the number of
calls that have had a Service Level event within that interval.
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Service Level type
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 6: Reporting on Customer Experience
Reporting on Service Level