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New Member

CRS Reporting: Service Level Field Configuration

I do monthly reports on calls answered in 20sec.

These are run via the Historical reporting tool.

If you look at the reports in Oct08 service level is set to 20 and from Nov 08 is set to 5 sec!

I do not know where or how to change it.

The error originated around the same time as the new IPCCX server was installed so it looks like a default setting on the new server.

Please advise, it needs to be right this month.

  • Contact Center

Re: CRS Reporting: Service Level Field Configuration

The metServiceLevel field is written when the CRDR record is written. Manually changing this field is not easy. There are essentially 2 scenarios:

- If all of their contacts queued for one CSQ only, the records could update using a query based on the following: If CRDR.queueTime is less than or equal to CSQ.serviceLevel, then CRDR.metServiceLevel = 1.

- If a call was queued for multiple CSQs, the server update CRDR.metServiceLevel based on the queue time for the CSQ that actually handled the call.

Re: CRS Reporting: Service Level Field Configuration

You can go to the administration page of the IPCCX server, then go to Subsystem>RmCm, in the left pane press Contact Service Queues, there you have all the CSQ, press one of it and then you can modify the service level and the Service Level Percentage

New Member

Re: CRS Reporting: Service Level Field Configuration

I'd managed to find this out from elsewhere but thanks for replying :D

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