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

Unified SCCE Reporting Configuration Tasks

Below are the basic reporting configuration tasks required in an Unified SCCE system. Perform
tasks in the order listed. Instructions for each are included later in this section.

1. Configure Service Levels for Call Types and Skill Groups

2. Configure Bucket Levels

3. Optionally, modify Short Calls configuration

4. Optionally, modify other features that affect reporting

Note: See the topic "Reporting Related Tasks" in the Cisco IPCC Enterprise Web Administration
Help. For information about configuring reporting when Unified CVP is the installed IVR
application, see the Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted.

How to Configure Service Levels

Service Level configuration allows you to set and measure goals for answering calls. For example,
your goal might be to answer 80% of calls within two minutes. By configuring Service Level
settings accordingly, your reports can then show you the percentage of calls that are answered
within that time threshold. In Service Level configuration, you also determine how abandoned
calls should impact the Service Level.

You define Service Level settings for Call Types and Skill Groups. Global Service Level settings
must be defined for each. These can be overridden by local settings for specific Call Types and
Skill Groups.

For Call Types, global Service Level settings are specified in Call Type Global Options. The
system-default values for global Call Type Service Level are:

•

Call Type Service Level Threshold: 20

•

Call Type Service Level Type: Ignore abandoned calls

For Skill Groups, global Service Level settings are specified as an attribute of each media routing
domain to which your Skill Groups belong. The system-default global Service Level values for
all MRDs are:

•

Skill Group Service Level Threshold: 30

•

Skill Group Service Level Type: Ignore abandoned calls

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