How SL Tasks is calculated in Peripheral Skill Gr Hist All Fields Report

[Nikolay Krasnokutskiy]

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

[Amer rajai Sha'er]

Hello,

What is the version of the ICM ?

Amer

[spaulin · Accepted solution]

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:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/reference/guide/icm80schema.pdf

8.0 Template Reference Guide:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/user/guide/ipcc80trg.pdf

[Nikolay Krasnokutskiy]

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.

[spaulin · Accepted solution]

Correct.

I'll submit a doc defect.