06-14-2011 07:25 AM - edited 03-14-2019 08:04 AM
Hi all,
Here is an excerpt from the section "perskg27: Peripheral Skill Group Historical All Fields Report" in the WebView Template Reference Guide for Cisco UCCE 8.0:
SL Tasks
The number of tasks that are answered within the skill group service level threshold in the half hour interval. Applicable to Unified CCE only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedToHalf
However I could not find the ServiceLevelCallsOfferedToHalf field in the Skill_Group_Real_Time view.
What is wrong?
Does anybody know how the SL Tasks column is calculated in the Peripheral Skill Group Historical All Fields report?
Thanks.
Nikolay
Solved! Go to Solution.
06-14-2011 11:52 AM
Perskg27 is a HISTORICAL report, not a real-time report.
It should read Skill_Group_Half_Hour.ServiceLevelCallsOfferedToHalf
The number of calls routed to a skill group or queued for a skill groupin the half hour interval.
Includes these categories of calls
•
Calls that are answered within the ServiceLevel threshold
•
Calls that are abandoned within the ServiceLevel threshold
•
Calls that are redirected within the ServiceLevel threshold (this isconsistent with Call Type ServiceLevel)
•
Calls that are not complete after the ServiceLevel threshold haspassed (that is, calls queued longer than the Service Levelthreshold).
8.0 Schema:
8.0 Template Reference Guide:
06-15-2011 08:19 AM
06-14-2011 08:57 AM
Hello,
What is the version of the ICM ?
Amer
06-14-2011 11:52 AM
Perskg27 is a HISTORICAL report, not a real-time report.
It should read Skill_Group_Half_Hour.ServiceLevelCallsOfferedToHalf
The number of calls routed to a skill group or queued for a skill groupin the half hour interval.
Includes these categories of calls
•
Calls that are answered within the ServiceLevel threshold
•
Calls that are abandoned within the ServiceLevel threshold
•
Calls that are redirected within the ServiceLevel threshold (this isconsistent with Call Type ServiceLevel)
•
Calls that are not complete after the ServiceLevel threshold haspassed (that is, calls queued longer than the Service Levelthreshold).
8.0 Schema:
8.0 Template Reference Guide:
06-15-2011 06:35 AM
Thanks for your answer.
So if I understand you correctly there is a typo in this guide:
Instead of
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedToHalf
should be
Derived from: Skill_Group_Half_Hour.ServiceLevelCallsOfferedToHalf
Right?
By the way the same typo is in this guide for UCCE 7.x.
Thanks.
06-15-2011 08:19 AM
Correct.
I'll submit a doc defect.
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