Cisco Cisco IP Contact Center Release 4.6.2 Guida All'Installazione
Note: The global Service Level Type setting for Skill Groups is Ignore Abandoned Calls. This
setting is not editable at the global level and is not visible in the Cisco IPCC Web Administration
Tool interface.
setting is not editable at the global level and is not visible in the Cisco IPCC Web Administration
Tool interface.
How to Set Service Levels for Specific Skill Groups
If desired, you can also configure the Service Levels for specific Skill Groups. These will
override the system level setting on the media routing domain:
override the system level setting on the media routing domain:
Step 1
In the Cisco IPCC Web Administration Tool, select Contact Management > Skill Groups.
Step 2
Select the Skill Groups whose Service Level you want to set.
Step 3
Set Service Level Threshold to Use Specified Threshold.
Step 4
Specify a value for Service Level Threshold, in seconds.
Step 5
Select the Service Level Type.
Step 6
Click Save.
How to Configure Bucket Intervals
Bucket Intervals allow you to track data for calls abandoned or answered within specific time
increments (for example, between 0 and 8 seconds, or under 60 seconds). Bucket Intervals are
associated with Call Types and can be set for the system as a whole and for individual Call
Types. Local settings override those set at the system level. By configuring intervals in relation
to your Service Levels, you can track how closely to your Service Level calls are abandoned.
You can create multiple Bucket Interval groups for use with different Call Types.
increments (for example, between 0 and 8 seconds, or under 60 seconds). Bucket Intervals are
associated with Call Types and can be set for the system as a whole and for individual Call
Types. Local settings override those set at the system level. By configuring intervals in relation
to your Service Levels, you can track how closely to your Service Level calls are abandoned.
You can create multiple Bucket Interval groups for use with different Call Types.
To avoid reporting inconsistencies, only modify Bucket Interval settings at specific time
boundaries (that is, end of day, week, or month). Ensure that no one is running reports for the
intervals that you are changing when you modify the boundaries.
boundaries (that is, end of day, week, or month). Ensure that no one is running reports for the
intervals that you are changing when you modify the boundaries.
Unified SCCE ships with a single system default Buckets Interval whose boundaries (increments)
are: 8, 30, 60, 90, 120, 180, 300, 600, and 1200 (in seconds).
are: 8, 30, 60, 90, 120, 180, 300, 600, and 1200 (in seconds).
How to Create Bucket Intervals
Before you can assign a Bucket Interval (either as the new global default or to a particular Call
Type) you must create its definition. To define a Bucket Interval:
Type) you must create its definition. To define a Bucket Interval:
Step 1
In the Cisco IPCC Web Administration Tool, select Contact Management > Advanced >
Bucket Interval.
Bucket Interval.
Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)
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Chapter 15: Configuring Reporting for Unified SCCE
How to Configure Bucket Intervals