Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.1

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

Positive impact of abandoned calls

For an example of how call type Service Level and Service Level are calculated, consider the
following call counts:

•

Answered within Service Level threshold (ServiceLevelCalls) = 70

•

Abandoned within Service Level threshold (ServiceLevelAband) =10

•

Exceeded Service Level threshold (ServiceLevelCallsOffered – (ServiceLevelCalls +
ServiceLevelAband)) = 20

•

Total Service Level events (ServiceLevelCallsOffered) = 100

The following table shows the different Service Levels calculated, based on the effect of
abandoned calls on Service Level setting.

70/ (100-10)=77%

Abandoned Calls ignored

70/100=70%

Abandoned Calls negatively impact

(70 + 10)/100=80%

Abandoned calls positively impact

For an example of how skill group Service Level is calculated, consider the following call counts
where type is set to Ignore Abandoned Calls:

•

Twenty calls queued to two skill groups using one Queue to Skill Group Node

•

Ten calls answered by skill group 1. Answered within Service Level threshold
(ServiceLevelCalls) = 4

Ten calls are answered by skill group 2. Answered within Service Level threshold
(ServiceLevelCalls) = 3

•

Total number of CallsDequeued for skill group 1 = 10

Total number of CallsDequeued for skill group 2 = 10

•

Service Level events for each skill group (ServiceLevelCallsOffered) = 20

•

Total Service Level events for each skill group (ServiceLevelCallsOffered) = 20

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