User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 2 CallType Reports
IPCC Call Type Historical Reports
SL Aban Ignored
The ICM/IPCC Enterprise service level for the call type in which abandoned calls are not
included
in the service level during the selected interval. The calculation removes tasks
abandoned after the service-level threshold for the half-hour interval.
This service level calculation is the number of calls answere
d 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.
Derived from: Call_Type_Half_Hour
.ServiceLevelCallsHalf /
(Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
-Call_Type_Half_Hour.ServiceLevelAbandHalf)
SL Aban Positive
The ICM/IPCC Enterprise service level for the call type in which abandoned calls
positively impac
t service level (raise it) during the selected interval. This calculation
treats abandoned tasks as though they were connected within the service-level
threshold for the half-hour interval.
This service level calculation is the number of calls answere
d 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.
Derived from: (Call_Type_Half_Ho
ur.ServiceLevelCallsHalf +
Call_Type_Half_Hour.ServiceLevelAbandHalf) /
Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
SL Aban Negative
The ICM/IPCC Enterprise service level for the call type in which abandoned calls
negatively impact the
service level (lower it) during the selected interval. This
calculation treats abandoned tasks as though they had exceeded the service-level
threshold for the half-hour interval.
This service level calculation is the number of calls answere
d 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.
Derived from: Call_Type_Half_Ho
ur.ServiceLevelCallsHalf/
Call_Type_Half_Hour.ServiceLevelCallsOfferedHalf
Aban Within Service Level
The number of tasks of the call type abandoned within the service level threshold
during the half
-hour interval.
Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf
Note • With the existence of a network VRU, for IPCC and for ICM systems in which 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.
• F
or the ServiceLevelABand fields, the router includes the time spent in this call type only.