User Guide

Whether a report has a summary and how a report is grouped are determined in the Grouping
dialog box in the Grid Editor. The Grid Editor is not accessible for stock reports.
Values appear in the summary for a field only if that field has a default footer value.
These footer values can be
•
None (Blank) - This is the case, for example, when a summary metric is not applicable or it
is illogical to summarize the value when the data is null, and for intervals in certain call type
reports, which are configured values.
•
Avg (an average of all items in the column) - Examples are percentages and the average
length of time associated with the value the column represents
•
Sum (a total of the values in the column)
•
Count (a total of all items in the column)
•
Min (the minimum value in the column)
•
Custom (the calculation derived from a custom formula that was applied to the footer value)
When a summary row has no value for a field, it means that field does not have a footer value.
Service Levels
The service level tells you what percentage of calls are answered within the amount of time
specified in the service level threshold.
Service-level data is collected in the Unified ICM Schema database for call types, Media Routing
Domains, peripherals, and skill groups. This data can be viewed in Unified CC reports.
NOTE: With the existence of a network VRU, when calls are translation-routed, the measurement
of service level begins when the call arrives at the routing script, or when its call type is changed.
This means that if self-service is performed on a call before the call is queued to an agent, the
routing script must be set up to change the call type of the call when self-service is completed.
Otherwise, the time spent in self-service will negatively impact the service level.
Service-level Threshold
Service-level threshold is the number of seconds set as the maximum time a caller should wait
before being connected with an agent. Calls answered within the service-level threshold are
considered to have met the service level, while calls not answered within the service-level
threshold are considered not to have met the service level.
For example, if you set a service-level threshold of 30 seconds, you want all calls to be answered
within 30 seconds. Every call answered within 30 seconds improves the service level. Every
call that is not answered within 30 seconds reduces the service level.
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Chapter 12: Unified ICM/CCE Reporting Concepts
Service Levels