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Community Member

Clarification on fields of webview reports

HI,

I have an Webview report with me wherein we have various fields.

I have an query and is

ServiceLevelCallsHalf >calls handled ?

Please answer it ?

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3 REPLIES
Community Member

Re: Clarification on fields of webview reports

Hi Bhupendra,

ServiceLevelCallsHalf - These are the total number of calls of a particular call type which are answered within the ICM service level threshold value in every 30 minutes. This threshhold value is configured in Call Type. This field is incremented when the Peripheral Gateway sends the answered call event to the router within the service level threshold.

I hope this clarifies.

Regars,

Soman Nair.

(Pls rate if this post was helpful)

Community Member

Re: Clarification on fields of webview reports

Hi,

I am also having similar query from agents.

We are having parent child IPCC 7.X design.

Is it possible to have SL task > Calls handled or Calls answered > Call Handled.

If yes what are the situation where this could happens.

Also what would be the impact of RONA calls on Calls offered, calls answered, SL task, Calls Handled.

Thanks Bhupendra for posting this query.

Hoping that this is the right forum to get answer to above query.

Green

Re: Clarification on fields of webview reports

Make sure you check the Schema Guide, the WebView Reporting Guide and the on-line help for each report in WebView to ensure you are completely familiar with the reports and the underlying tables. There is a lot of useful info there, and it may help.

I know I am not answering your question, but just want to indicate the Cisco material.

Regards,

Geoff

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