Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Service Levels

Publisher

Cisco Systems

URL

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/User/guide/reporting-concepts-for-cisco-unified-icm-contact-center-enterprise-release-12-6-1/service-levels.html

Published

2023-06-27

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

• In Unified CCE, calls that hit an error condition or are sent to non-monitored devices via a label node within the service level threshold do not affect service level. in context
• In Unified CCE, service level with abandoned calls ignored is ServiceLevelCalls / (ServiceLevelCallsOffered - ServiceLevelAband). in context
• In Unified CCE, service level with abandoned calls counted negatively is ServiceLevelCalls / ServiceLevelCallsOffered. in context
• In Unified CCE, service level with abandoned calls counted positively is (ServiceLevelCalls + ServiceLevelAband) / ServiceLevelCallsOffered. in context
• In Unified CCE, a skill group's service level threshold defaults to its peripheral's default value and can be changed in Configuration Manager. in context

Cite this source record

APA

WarmTransfer. (2023, June 27). Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Service Levels. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-ucce-1261-reporting-service-levels

BibTeX

@misc{warmtransfer-cisco-ucce-1261-reporting-service-levels,
  title  = {Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Service Levels},
  author = {{WarmTransfer}},
  year   = {2023},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-ucce-1261-reporting-service-levels},
  note   = {Cisco Systems, accessed 2026-09-24}
}