Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

ICM WebView Online Help

Peripheral, Route, and Routing Client Reports

routes06: Route Service Levels Real Time Report

routes06: Route Service Levels Real Time Report

The enterprise name of the route.
Derived from: Route.EnterpriseName

Service Level5 (last five minutes)

A measurement of how well you are meeting your goals for answering tasks. 

More precisely, the service level is the percentage of incoming tasks that are 

answered within a specified service level threshold. Three slightly different 

calculations can be used for the service level. Specifically, abandoned tasks 

can be accounted in three different ways:

Abandoned tasks ignored

Abandoned tasks have negative impact

Abandoned tasks have positive impact

The ICM software keeps track of two different service levels: the peripheral 

service level is the service level as calculated by the peripheral; the ICM 

service level is the service level as calculated by the ICM system.
Derived from: (ServiceLevelCallsTo5 + ServiceLevelAbandTo5) / 

ServiceLevelCallsOfferedTo5

Title

The name you give it when you save the report

Subject

A bar graph of the selected routes showing their service 

levels since the end of the last five-minute interval, for the 

current half-hour interval, and since midnight.

Purpose

To show the current route service levels

Applicable 

environment

Standard ACD

Template type

Real-time bar graph

Default sort order

By the route

Drilldowns available

No

Schema database 

table

Route

Route_Real_Time