Technical References

Keys

and

Null

Option:

Data Type:Description:Field Name:

NULLDBINT

The number of calls of this call type that had a service level event during

the current 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.

This ﬁeld is applicable to both ICM and IPCC Enterprise with the

following exception: the ﬁeld is not incremented if the call is answered

by an agent on a standard ACD unless the call was translation routed.

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.

Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent)

connected with an IPCC Enterprise with an IPCC System PG (child) or

IPCC Express (child) through IPCC Gateway PG, network queuing data

is not available in the child or in the child agent/supervisor desktop. The

time spent in the network queue is not included in the 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 rolling ﬁve-minute interval.

ServiceLevelCallsOfferedTo5