Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
reporting metrics in the child. A call center manager who would
normally only look at the IPCC child reports will need to also look
at the parent ICM reports for network queuing data.
NULLDBINT
The number of calls of this call type that had service level events
during the half-hour interval.
ServiceLevelCallsOfferedHalf
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 service level timer passes, the
call is answered, or the caller abandons - whichever occurs first.
Valid for bothIPCC Enterprise and standard ACDtargets that use
translation routes.
service level event
A service level event occurs when one of the following happens to
the call:
• 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 before the service level threshold expires. In
this case, the ServiceLevelAband and ServiceLevelCallsOffered
database fields are incremented.
• The call is Redirected on No Answer (RONAs) before the service
level threshold expires. In this case, only the
ServiceLevelCallsOffered database field is incremented.
• The call reaches the service level threshold without being
answered by an agent or abandoned. In this case, the
ServiceLevelCallsOffered database field is incremented.
Tasks that abandon before the short calls timer (as defined in the
ICM configuration) do not count towards the
ServiceLevelCallsOffered or ServiceLevelAband call counters. In
addition, calls encountering an error condition or sent to
non-monitored devices (using the label node) within the service-level
threshold do not affect the service level.
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
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
96
Chapter 2: All Tables
Call_Type_Half_Hour Table