Technical References

ManualsBrandsCisco ManualsCollaboration EndpointsCisco ICM Definity Gateway Feature

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Keys

and

Null

Option:

Data Type:Description:Field Name:

IPCC child reports will need to also look at the parent ICM reports for

network queuing data.

NULLDBINT

The number of calls that are routed to a skill group or queued for a the

skill group in the rolling ﬁve-minute interval

ServiceLevelCallsOfferedTo5

Includes these categories of calls

• Calls that are answered within the ServiceLevel threshold

• Calls that are abandoned within the ServiceLevel threshold

• Calls that are redirected within the ServiceLevel threshold (this is

consistent with Call Type ServiceLevel)

• Calls that are not complete after the ServiceLevel threshold has passed

(that is, calls queued longer than the Service Level threshold).

Note: Calls that end in error state within SL threshold are not counted as

ServiceLevelCallsOffered.

Note: This ﬁeld is applicable to the IPCC environment only.

Note: With the existence of a network VRU, this value includes time in

the network queue.

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 that are answered by the skill group within the Service

Level threshold in the rolling ﬁve-minute interval.

ServiceLevelCallsTo5