ServiceLevelCallsOffered vs CallsOffered

[nstankovic]

Hi guys,

Can someone explain to me what is the difference between ServiceLevelCallsOffered and CallsOffered in Router_Queue_Interval table? I am aware that the values could vary here and there because CallsOffered value is incremented once the call enters the queue, and ServiceLevelCallsOffered is incremented once the service level event occurs. Bu this can not explain the difference that we have on monthly level.

We are running PCCE 12.6, and we noticed that CallsOffered value is always greater than ServiceLevelCallsOffered.

Best regards,

Nikola

[bill.king1]

Take a look in the schema guide, but for instance ServiceLevelCallsOffered don't include tasks that abandon before the short calls timer (as defined in the Unified ICM configuration). Here's the link https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/reference/guide/ucce_b_database-schema-handbook_12_6_1.html

[nstankovic]

Thank you for your reply.

I queried short calls and compared the results. But results are not matching. Please have a look.

Regards,

Nikola 

[bill.king1]

In my past experience, you may want to pick a date or a group and get into the weeds with it. For instance, I don't recall if things like Error calls count and are part of the difference as well, basically to see what's "missing". Also, you may want to do the same check with the call type interval as well. Just my $.02.