McDewey

Multi-vendor documentation library · semantic search · MCP endpoint at /mcp

Page 159

↗ View in doc context
page
159
source
ucce/v15.0.1/db-schema-handbook/db-schema-handbook.md
chunk_id
ucce::v15.0.1::db-schema-handbook::db-schema-handbook::145

Keys and NULL Option Data Type Description Name YES DBFLT4 The service level for the call type associated with this skill group during the reporting interval. Service Level Type is configured in the Unified ICM Configuration Manager using the Skill Group explorer and PG explorer. The router uses the Call Type ServiceLevel and ServiceLevelType to calculate the Service level of the reporting interval. ServiceLevel is calculated as follows depending on the service level type: 1. IgnoreAbandCall: ServiceLevelCalls/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued -ServiceLevelAband). 2. Abandoned Calls has Negative Impact: ServiceLevelCalls/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued). 3. Abandoned Calls have Positive Impact: ServiceLevelCalls + ServiceLevelAband/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued). This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. ServiceLevel YES DBINT Calls associated with this skill group that ended in Error state within SL threshold within the reporting interval. ServiceLevelError YES DBINT Calls associated with this skill group 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 router uses the Call Type ServiceLevel and ServiceLevelType to calculate the Service level of the reporting interval. ServiceLevelType YES DBINT The number of queued calls associated with this skill group that was de-queued within the skill Service Level threshold in the reporting interval. Calls may be de-queued by Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group. Note This field is relevant to the Unified CCE environment only. Note: With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsDequeue Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 141 All Tables Call_Type_SG_Interval