/mcpKeys and NULLOption Data Type Description Name YES DBFLT4 Service level for the call type during the reporting interval. Service Level Type is configured in the Unified ICM Configuration Manager using the Call Type list tool and the System Information tool. ServiceLevel is calculated as follows depending on the service level type: 1. Ignore Abandoned Calls: ServiceLevelCalls/(ServiceLevelCallsOffered
Abandoned Calls have Negative Impact: ServiceLevelCalls/ServiceLevelCallsOffered. 3. Abandoned Calls have Positive Impact: (ServiceLevelCalls + ServiceLevelAband)/ServiceLevelCallsOffered. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. ServiceLevel YES DBINT Service Level Type used to calculate Service level for the reporting interval. ServiceLevelType YES DBINT Calls that ended in Error state within SL threshold within the reporting interval. ServiceLevelError YES DBINT Calls that redirected on no answer within SL threshold within the reporting interval. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. ServiceLevelRONA YES DBINT The total number of calls to the route that were too short to be considered abandoned during the reporting interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, Unified CCE, and Outbound Option. ShortCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 126 All Tables Call_Type_Interval