Hi Purna,
CUIC can definitely provide those kind of statistics. I suggest starting here https://developer.cisco.com/web/ccr/documentation which has Webview templates for CUIC which may help you.
Some of the stock reports in CUIC may also provide you the details you are after as well. One that should be a good start is the Call Type Historical All Field report and report definition. If it doesnt contain everything you want you can always save it as a new report definition and modify to have the additional fields you are after.
Failing that you can always write your own Report Definition. Basically you can check out the call_type_half_hour table in your ICM database for the columns you are after and then formulate your SQL query from there. If you need to figure out what tables and data is included in the ICM tables I suggest you look up the "Database Schema Handbook for Cisco Unified ICM/Contact Centre Enterprise & Hosted". The other good resource for general ICM reporting is the "Reporting Guide for Cisco Unified ICM Enterprise & Hosted" pdf.
The reporting guide has a section on how service levels are calculated.
In one of my reports I calculate the SLAban values by using the following SQL statements (and then use a custom footer in the CUIC report to provide the total for each call type):
SLAbanIgnored = (sum(isnull(CTHH.ServiceLevelCallsHalf,0)) *
1.0) / NULLIF(sum(isnull(CTHH.ServiceLevelCallsOfferedHalf,0)) - sum(isnull(CTHH.ServiceLevelAbandHalf,0)),0),
SLAbanPositive = (sum(isnull(CTHH.ServiceLevelCallsHalf,0))
+ sum(isnull(CTHH.ServiceLevelAbandHalf,0)) *1.0) / NULLIF(sum(isnull(CTHH.ServiceLevelCallsOfferedHalf,0)),0),
SLAbanNegative = (sum(isnull(CTHH.ServiceLevelCallsHalf,0)) *
/ NULLIF(sum(isnull(CTHH.ServiceLevelCallsOfferedHalf,0)),0)1.0)
Hope that helps
Karen
