Cisco Cisco IPCC Web Option Installation Guide

How to Modify the Global Service Level for Call Types

To modify the global Call Type Service Level for your Unified CCE Enterprise system:

In the Unified CCE Web Administration Tool, select Contact Management > Call Types >
Global Options.

Specify a value for Service Level Threshold, in seconds.

Select the Service Level Type.

Click Save.

How to Set Service Levels for Specific Call Types

If desired, you can also configure the Service Levels for specific Call Types. These will override
the system level setting:

In the Cisco IPCC Web Administration Tool, select Contact Management > Call Types.

Select the Call Type whose Service Level you want to set.

Set Service Level Threshold to Use Specified Threshold.

Specify a value for Service Level Threshold, in seconds.

Select the Service Level Type.

Click Save.

How to Modify the Global Service Level for Skill Groups

To modify the global Skill Group Service Level for your Unified CCE Enterprise system:

In the Cisco IPCC Web Administration Tool, select Multichannel Management > Media
Routing Domains.

Select the media routing domain you want to work with.

Specify a value for Service Level Threshold, in seconds.

Click Save.

Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)