User Guide

The number of calls answered within the service-level threshold divided by the number of
calls that had a service-level event. This treats abandoned calls as though they had exceeded
the service-level threshold.
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Abandoned calls positively impact service level.
The number of calls answered within the service-level threshold plus the number of calls
abandoned within the threshold, all divided by the number of calls that had a service-level
event. This treats abandoned calls as though they were answered within the service-level
threshold.
The Administrator specifies which service-level calculation to use when the peripheral service
is configured. Regardless of the service-level calculation method being used, Unified ICM tracks
the data needed to calculate the service level.
Peripheral Service Level
While Unified ICM software calculates its own service level, it also tracks, for some peripherals,
the service level calculated by the peripheral. This service level, called the peripheral service
level, is a proprietary service level as calculated by the peripheral. Some peripherals support
more than one type of service-level calculation. The method of service-level calculation used
by the peripheral is set by the System Manager when the peripheral service is configured.
Note: If Unified ICM software is connected to CCE through an CCE Gateway PG, peripheral
service levels are not applicable.
Configuring Service Levels
You can configure service-level calculations and their thresholds in the Unified ICM
Configuration Manager.
Note: In the Configuration Manager, the service level for the peripheral is configured separately
from that of the Unified ICM/CCE Service Level (the service level for call types, services, and
routes).
Service Levels and Skill Groups
If agents log in to sub-priorities within a Skill Group, the Service Level LAA includes only
those agents who are logged in to the Priority 1 skill level. All other agents in all other skill
priorities are not considered in the Service Level LAA.
Example Call Type Service-Level Calculations
In an IP Contact Center environment, Call Types are used to calculate service levels. Call Type
reports display this service-level data.
The following are the service-level calculations for call types
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SL Aban Ignored
The Unified ICM/CCE Enterprise service level where abandoned tasks are ignored. The
calculation removes tasks abandoned after the service-level threshold for the interval. Derived
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Chapter 12: Unified ICM/CCE Reporting Concepts
Service Levels