/mcpKeys and NULL Option Data Type Description Name NULL DBFLT4 Service Level for the Precision Queue in rolling five-minute interval. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are: 1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered
Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - CallsDequeued) 3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - CallsDequeued) Note This field is relevant to the Unified CCE environment only. ServiceLevelTo5 NULL DBINT The calls that redirected on no answer within Service Level threshold within the rolling five-minute interval. These calls are part of the ServiceLevelCallsOffered. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. ServiceLevelRONATo5 NULL DBINT Number of agents in the Precision Queue currently talking on inbound calls. TalkingIn NULL DBINT Number of agents in the Precision Queue currently talking on internal (neither inbound nor outbound) calls. Examples of other calls include agent-to-agent transfers and supervisor calls. TalkingOther NULL DBINT Total seconds agents spent talking on inbound calls for the Precision Queue during the rolling five-minute interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime. TalkInTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 357 All Tables Precision_Q_Real_Time Table