Create Analyzer Service Level Percentage Report

Publisher

Cisco Systems

URL

https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/215136-create-analyzer-service-level-report.html

Published

2020-05-14

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Cisco documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Cisco technote 215136 (2020) defines Analyzer Service Level % as calls answered within the queue's Service Level threshold divided by total calls including abandoned calls, times 100. in context
• The 2020 Cisco technote says the Webex Contact Center Service Level Threshold is set at queue level and specified in milliseconds. in context
• A formula profile variable can combine other profile variables arithmetically; Cisco's service-level example defines Offered as Handled plus Abandoned and SL% as In SL divided by Offered. in context
• A profile variable can carry its own filter, such as a Session ID count restricted to the normal and quick_disconnect termination types to count handled contacts. in context
• Cisco's service-level percentage report is built on the Customer Session Record, with Queue Name as the row segment and SL% shown as a percentage. in context
• In that example, the In SL variable filters queue duration against the queue's service-level threshold expressed in milliseconds. in context
• Because abandoned calls sit in the denominator of the documented Service Level % formula, every abandon (including fast abandons above the Short Call Threshold) lowers service level, so SL can be well below an expectation that only considers answered calls. inferred in context
• The tech note describes Abandoned (termination type abandoned) as calls terminated before distribution to a destination site, and also calls that ring an agent who does not pick up. in context
• Cisco's 2020 Analyzer tech note defines Service Level % as calls answered within the queue's Service Level threshold divided by total calls including abandoned calls, multiplied by 100. in context
• The tech note counts a call as Handled when its Termination Type is normal or quick_disconnect. in context
• In the tech note's service level construction, Offered calls are the sum of Handled and Abandoned calls. in context
• In the tech note, a call is In SL when it is handled and its queue duration is within the Service Level Threshold configured on the queue, with the threshold converted to milliseconds for the Analyzer filter. in context

Cite this source record

APA

WarmTransfer. (2020, May 14). Create Analyzer Service Level Percentage Report. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-technote-215136-analyzer-service-level

BibTeX

@misc{warmtransfer-cisco-technote-215136-analyzer-service-level,
  title  = {Create Analyzer Service Level Percentage Report},
  author = {{WarmTransfer}},
  year   = {2020},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-technote-215136-analyzer-service-level},
  note   = {Cisco Systems, accessed 2026-09-24}
}