serviceLevelError and AgentOutCalls in CUIC

[kavle]

Hi ,

need some help on these in the CUIC Reporting.

AgentOutCalls - is it  including volume from existing calls, or are these only the calls placed outside the context of an existing call?

I am not able to find what is ServiceLeveleError is
this we can see on the PQ report in CUIC.

 

[bill.king1]

If you click on the ? in the top right corner of the report, it tells you what every field is/how it is calculated. You may then have to look in the schema guide for more information, but the help under the ? (or if you download the PDF of all of the report definitions) should give you what you need.

As far as your question about an outbound call that an agent does new, with no related call context, that will not show up there, since it isn't tied to any particular PQ.