Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド

You can specify the Service Level type by choosing one any of the following options:

•

Abandoned Calls Ignored

•

Abandoned Calls negatively impact Service Level

•

Abandoned calls positively impact Service Level

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/IPCC software determines the number of calls that
have had a Service Level event within that interval.

A Service Level event occurs when one of three things happen to the call:

•

The call is answered by an agent before the Service Level threshold expires. In this case, the
ServiceLevelsCallsOffered and ServiceLevelCalls database fields are incremented.

•

The call abandons 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 database field is incremented.

•

The call reaches the Service Level threshold without being answered by an agent or abandoned.
In this case, the ServiceLevelCallsOffered database field is incremented.

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.

There are three different ways to calculate Service Level based on the Service Level type defined
for the Service Level configuration parameter, described in the following table.

Note that RouterCallsDequeued, used in the skill group Service Level calculation refers to the
number of tasks that are dequeued form a skill group. Calls may be dequeued using Cancel
Queue node or when they are dequeued from the skill group to be routed to a different skill
group. For example, if a call is queued to two skill groups, and was answered by one of the skill
groups, the call is considered dequeued in other skill group.

For call type and service: ServiceLevelCalls/(ServiceLevelCallsOffered -
ServiceLevelAband)

Ignore Abandoned Calls

For skill group: ServiceLevelCalls/(ServiceLevelCallsOffered -
ServiceLevelAband -RouterCallsDequeued)

For call type and service: ServiceLevelCalls/ (ServiceLevelCallsOffered )

Negative impact of abandoned calls

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)