Service Level

[yshraybman]

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?

[Gergely Szabo]

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.

[yshraybman]

Stock report.

[Gergely Szabo]

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.

[yshraybman]

It is the same result with any settings.

Using Call Type - Historical All Fields

and

Call Type - Real Time