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Call_Type_Real_Time fields explanation

Hello,

I need to display some Real Time values on a Dashboard which are mainly:

- total number of calls offered today

- total number of calls answered today (regardless of the Service Level)

- total number of calls abandoned today (regardless of the Service Level)

- Service Level (displayed in %)

Regarding the Total Calls Offered Today, I am not sure which value to display from the following:

  • Offered Today

A running total of tasks offered to this call type since midnight.
The total number of calls of this call type offered to this call type since midnight.

Derived from: Call_Type_Real_Time.CallsOfferedToday

  • Service Level Offered Today

The number of tasks of this call type answered or abandoned or lasting longer than the SL threshold since midnight.

The number of calls of this call type that had service level events since midnight.

Calls are counted for service level purposes as soon as it is determinedhow the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first.

Derived from: Call_Type_Real_Time.ServiceLevelCallsOfferedToday

Can someone explain the difference between the 2?

Thanks,

Justine.

2 REPLIES
Cisco Employee

Call_Type_Real_Time fields explanation

Hi Justine,

Say if you have Call Type Threshold Value is set as 60 seconds,

If any call which hit to the Call type and if the call was answered or abandoned after 60 seconds, this counter will increase.

Any call which is abandoned before 60 seconds, will not increase this counter.

Hope this helps

Regards,

Senthil

Call_Type_Real_Time fields explanation

Justine,

The servicelevelcallsofferedtoday field only includes those calls which count toward the service level calculation.  This field will not include short calls or error calls.

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