/mcpKeys and NULL Option Data Type Description Name NULL DBFLT4 Service Level for the precision queue during the reporting interval. This value is computed based on the ServiceLevelCalls, ServiceLevelCallsoffered, ServiceLevelCallsAband and CallsDequeued. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are: • Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered - ServiceLevelCallsAband - CallsDequeued) • Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - CallsDequeued) • Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - CallsDequeued) Note This field is relevant to the Unified CCE environment only. ServiceLevel NULL DBINT The total number of calls of this precision queue answered within the service level threshold during the reporting interval. For Router queue Interval, ServiceLevelCalls is calculated from when the call is queued to a precision queue, to when the call is answered. Calls may abandon while in the precision queue, or they may abandon after they have been routed to a precision queue. Calls that abandon after they are routed to a precision queue are identified by TCD records with abandoned call disposition flag. If the call is queued and abandons before it is routed to any precision queue (within the ServiceLevel threshold), the router increments this value for all the precision queues this call was queued for. If the call abandons after it is routed to a precision queue, that precision queue will have ServiceLevelCallsAband incremented. Note This field is relevant to the Unified CCE environment only. ServiceLevelCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 413 All Tables Router_Queue_Interval