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incremented. Calls may be dequeued using Cancel Queue node, when they are de-queued
from the skill group to be routed to a different skill group.

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The call abandons while in the VRU (queue) or at the agent’s phone before the Service Level
threshold expires. In this case, the ServiceLevelCallsOffered and ServiceLevelAband database
fields are incremented.

•

The call redirects on no answer before the Service Level threshold expires. In this case, the
ServiceLevelCallsOffered and ServiceLevelRONA database field is incremented.

•

The Service level threshold timer expires. Example: 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 ICM/IPCC calls can queue to more than one skill group depending on your scripting, and
therefore Service Level metrics are updated for each skill group to which a single call queues.

Therefore, it is important to understand how Service Levels are impacted in such cases.

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If a call is queued to more than one skill group and then the call is answered before the Service
Level threshold expires ServiceLevelsCallsOffered and ServiceLevelCalls database fields
are incremented for the skill group that answered the call. For the other skill groups
ServiceLevelsCallsOffered and ServiceLevelCallsDequeued database fields are incremented.

•

If a call is queued to more than one skill group and the call abandons in queue before the
Service Level threshold expires then ServiceLevelsCallsOffered and ServiceLevelCallsAband
database fields are incremented for all the skill groups. This will have a negative or positive
impact on Service Levels in all the skill groups depending on how you have decided to treat
abandon calls for Service Level calculations in your configuration for the individual skill
groups.

•

If a call is queued to more than one skill group and the call abandons in queue after the
Service Level threshold expires then ServiceLevelsCallsOffered database field is incremented
for all the skill groups. This will adversely affect your Service Level.

•

If a call is queued to more than one skill group and the call abandons after it was routed to
a skill group (example: Abandon while ringing at the agent) before the Service Level threshold
expires, ServiceLevelCallsOffered and ServiceLevelCallsAband database fields are
incremented for the skill group that had the abandon, while other skill groups have
ServiceLevelCallsOffered and ServiceLevelCallsDequeued database fields incremented.

As seen above ICM/IPCC gathers metrics for calls that RONA (if you are using IP IVR as the
VRU) and for several types of errors at the skill group. You could write a custom report to
exclude these from skill group Service Level.

To exclude calls that RONA:

•

If you would like to exclude only calls that redirect on no answer before the Service Level
threshold expires, adjust the ServiceLevelCallsOffered by excluding the ServiceLevelRONA
calls. In this example, abandoned calls have a negative impact.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)