/mcpKeys and NULL Option Data Type Description Name YES DBINT The number of calls of this call type associated with this skill group that had service level events during the reporting interval. Calls are counted for service level purposes when 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. Valid for both Unified CCE and standard ACD targets that use translation routes. A service level event occurs when one of the following happens to the call: 1. An agent answers the call before the service level threshold expires. In this case, the ServiceLevelCalls and ServiceLevelsCallsOffered database fields are incremented. 2. The call abandons before the service level threshold expires. In this case, the ServiceLevelAband and ServiceLevelCallsOffered database fields are incremented. 3. The call is Redirected on No Answer (RONAs) before the service level threshold expires. In this case, ServiceLevelRONA and ServiceLevelCallsOffered database fields are incremented. 4. The call reaches the service level threshold without being answered by an agent or being abandoned. In this case, the ServiceLevelCallsOffered database field is incremented. Tasks that abandon before the short calls timer (as defined in the Unified ICM configuration) do not count toward the ServiceLevelCallsOffered or ServiceLevelAband call counters. Note In the ServicelevelCallsOffered field, calls that encountered an error are counted, irrespective of how the calls ended (within or beyond the threshold). You can use the ErrorCount+AgentErrorCount field to exclude all the erroneous calls and use ServiceLevelError field to exclude erroneous calls before threshold. ServiceLevelCallsOffered Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 140 All Tables Call_Type_SG_Interval