User Guide

Using 30 seconds as an example threshold, if you had 50 calls that were answered in under 30
seconds and 80 calls that took longer than 30 seconds to answer, then Unified ICM software,
when ignoring abandoned calls, would calculate the service level as follows: 50/(50+80) x 100
= Service Level %
In this example, the service level would be 38 percent.
Service level can be computed in three ways, depending on how calls that abandon before the
service-level timer expires are treated. Each computation is described in the Unified ICM
Service-Level Calculation section further on in this topic.
Service-Level Event
Calls are counted for service level purposes as soon as it is determined how the call contributes
to the service-level calculation. This determination is made when either the call is answered,
the caller abandons, or the service-level timer passes before the call is answered or abandoned
- whichever occurs first.
Each of these events are called a service-level event:
•
The call is answered by an agent before the service-level threshold expires. In this case, the
ServiceLevelCalls and ServiceLevelsCallsOffered database fields are incremented.
•
The call abandons or Re-routes on No Answer (RONAs) to IVR before the service-level
threshold expires. In this case, the ServiceLevelAband and ServiceLevelCallsOffered database
fields are incremented.
•
The call reaches the service-level threshold without being answered by an agent or abandoned.
In this case, only the ServiceLevelCallsOffered database field is incremented.
Tasks that abandon before the short calls timer, as defined in the Unified ICM configuration,
do not count towards the service level offered or service level abandoned call counters. Also,
calls that encounter an error condition or are sent to non-monitored devices (using the label
node) within the service-level threshold do not affect the service level.
Enterprise Service-Level Calculation
Any call that has a service-level event is treated as a service-level call offered, which means
that it will be used in the service-level calculation. Unified ICM software provides a uniform
calculation across all peripherals.
Enterprise service level can be calculated in any of three ways:
•
Abandoned calls ignored.
The number of calls answered within the service-level threshold divided by the number of
calls that had a service-level event minus the number of calls that were abandoned before
exceeding the service-level threshold. Calls abandoned before the service-level threshold
expired are removed from this calculation.
•
Abandoned calls negatively impact service level.
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Chapter 12: Unified ICM/CCE Reporting Concepts
Service Levels