06-13-2013 07:29 AM - edited 03-14-2019 11:53 AM
According to Reporting guide
"calls that encounter an error condition or are sent to non-monitored devices (using the label node) within the Service Level threshold do not affect the Service Level"
It does not appear to be so in ICM 7.5/CUIS. It looks like it does affect SL when calls are sent to a label node within SL threshold.
The guide is not correct?
06-13-2013 08:04 AM
Hi,
is it a custom report or a stock one?
I cannot imagine a situation how this may affect SL at all, but anyway, ICM is the land of miracles.
G.
06-13-2013 08:05 AM
Stock report.
06-13-2013 08:09 AM
Which report.
Can you tell me how you figured out it does not match? I mean, as far as I know, three SL values are calculated, "Aban calls affect SL negative", "Aban calls affect SL positive" and "Aban calls ignored".
G.
06-13-2013 08:33 AM
It is the same result with any settings.
Using Call Type - Historical All Fields
and
Call Type - Real Time
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