Руководство Пользователя для Cisco Cisco Administrative Workstation

If you do not specify a service level threshold for an individual service, the default threshold
you specified for the peripheral is used.

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If you are using translation routing and doing enterprise queuing, you might also want to
configure service level for call types. You can configure it globally, or you can configure it
for individual call types.

Service Level Type

Service level type determines how abandoned calls affect service level.

You can choose not to track Abandoned Calls by simply leaving the Abandon Wait Time field
blank.

However, if you establish a value for abandoned calls, you can configure them to affect the
service Level in one of three ways:

•

They can be ignored (and removed from the number of calls you had the opportunity to
answer).

•

They can affect the Service Level negatively (and be treated as lost opportunities).

•

They can affect the Service Level positively (and be counted as answered calls).

Planning for Short Calls

A short call is a call that is either abandoned very quickly or answered and terminated very
quickly. By defining what you believe to be a short call, you can filter out from reporting metrics
those calls that did not stay in the system long enough to be considered and counted as events.

The Abandoned Call Wait timer, set at the peripheral, defines the threshold under which the
abandoned call will not be counted. If the abandoned threshold is lower than the service level
threshold, the call will not affect the Service level. If call wait time is higher than this threshold,
the call is counted as Offered.

The Answered Short Call threshold, also set at the peripheral, defines the time under which the
call will not be counted as answered and will not impact agent performance.

If you plan to use Short Calls to filter out false abandons or to detect when calls are answered
and terminated too quickly to be considered handled, consider the following:

•

You can configure abandoned short calls globally for all Call Types.

•

You can configure abandoned short calls for the peripheral. These are tracked for the services
that are configured for that peripheral.

•

You can choose not to count any abandoned calls as short calls regardless of how quickly
they abandon.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)