/mcpKeys and NULL Option Data Type Description Name YES DBINT The total number of calls of this skill group answered within the service level threshold during the reporting interval. For Skill Group Interval, ServiceLevelCalls is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered. Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition. If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router increments this value for ALL the Skill Groups this call was queued for. If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented. Other Skill Groups have ServiceLevelCallsDequeued incremented. Dequeuing the call by a Cancel Node has no impact on ServiceLevelCallsAband. This field is relevant to the Unified CCE environment only. With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCalls YES DBINT The total number of calls of this skill group abandoned within the service level threshold during the reporting interval. For Skill Group Interval, ServiceLevelCallsAband is calculated from when the call is queued to a skill group or a precision queue, to when the call is abandoned. Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition flag. If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router increments this value for ALL the Skill Groups this call was queued for. If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented. This field is relevant to the Unified CCE environment only. ServiceLevelCallsAband Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 522 All Tables Skill_Group_Interval