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Service Level for Precision Queue

ngocna
Level 1
Level 1

I have a question about the Precision Queue SLA provided by Cisco
According to the instructions of the documentation, we are installing
- Service level threshold: 20s
- Service level types: abandoned calls are ignored
Reference documents below:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/User/guide/reporting-concepts-for-cisco-unified-icm-contact-center-enterprise-release-12-6-1/service-levels.html

- In the documentation there is the following example

Answered within service level threshold (ServiceLevelCalls) = 70 calls

Abandoned within service level threshold (ServiceLevelAband) = 10 calls

Exceeded service level threshold (ServiceLevelCallsOffered – (ServiceLevelCalls + ServiceLevelAband)) = 20 calls

Total service level events (ServiceLevelCallsOffered) = 100 calls

How can I search for calls that meet these criteria (ServiceLevelAband,ServiceLevelCallsOffered...) in the TCD table in the database?

 

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