Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) 릴리스 노트

The Contact Service Queue Service Level Priority Summary Report includes a 
table that shows the following information:

You can sort the Contact Service Queue Service Level Priority Summary Report 
by this criterion:

You can filter the Contact Service Queue Service Level Priority Summary Report 
by this parameter:

CSQ Name (ID) 
(Call Skills)

Name of the CSQ with a unique identification number in parentheses, and the 
call skills associated with the CSQ, if the CSQ is configured based on resource 
skills. Multiple skills are separated by commas.

Service Level (sec)

Value entered in the Service Level field when the CSQ was set up in Cisco 
Unified CCX Administration. If the service level changed during the report 
period, the report shows the old and new service level values.

Calls Presented

Number of calls routed to the CSQ, whether or not an agent picked up the call. 

Total Service Level 
Met

Number and percentage of handled calls answered within the time shown in the 
Service Level field in Cisco Unified CCX Administration. The percentage is 
calculated as follows:

(calls handled within service level / calls presented) *100%

Number and 
Percentage of Calls 
that Met Service 
Level for Each Call 
Priority (Priority 1 
through Priority 10) 

Number and percentage of handled calls in each call priority answered within 
the time shown in the Service Level field in Cisco Unified CCX Administration. 

Call priorities range from 1 (lowest) to 10 (highest). All calls start with a default 
priority of 1, unless a different priority is set in the workflow.

Contact Service 
Queue Name

Displays the report in order of the name of the contact service queues.