/mcpKeys and NULL Option Data Type Description Name YES DBINT The number of calls answered by the agents associated with this skill group where the talktime of the calls is less than or equal to AnsweredShortCalls threshold. You might choose to factor these calls out of handle time statistics. Inbound ACD short calls are counted as Handled. AGENT_INSIDE short calls are counted as InternalCallsRcvd. ShortCalls YES DBFLT4 Service Level for the skill group 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: 1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered
Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - RouterCallsDequeued - RouterCallsAbandDequeue). 3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - RouterCallsDequeued - RouterCallsAbandDequeue). Note This field is relevant to the Unified CCE environment only. ServiceLevel Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 521 All Tables Skill_Group_Interval