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SLA calculation in UCCX 9

Hi,

We are building our statiscal wallboard for our call center and we are only missing the SLA information to complete the project.

We've asked around and here's the answer we revceived:

In reference to the request about displaying SLA detail...  this is how it works:   

1.       CSD (Cisco Supervisor Desktop) connects to the CTI server (in UCCX) for stats from the CTI feed.

2.       The data is aggregated live in memory.

3.       CSD then displays these stats in real-time.   This info is not in a DB.

So the method to display the same SLA info from CSD would be:

-          Build a tool to collect the data from the CTI feed.  

-          Analyze the data from CTI-Feed and build the aggregation model.

-          Build a presentation layer for the aggregated data.

Cisco’s answer to this is:

-          CUIC (Cisco Unified Intelligence Center) version 10

-          It has real-time stats.   You can create a dashboard to display it on a wallboard.

-          The issue is that v10 is not yet available, and it requires an entire UCCX upgrade to get it.  Currently in CUIC 9.x, real-time is not available.

I was also informed that typically the SLA calculation is based on the Erlang C formula.

Does anyone already have gone through this process and would be able to share some insight on how they got the SLA value for a wallboard?

Any guidance and help will be appreciated.

Everyone's tags (3)
1 REPLY

SLA calculation in UCCX 9

Eric,

For what it's worth, we're building a wallboard product which utilizes truly real-time information fed via the UCCX CTI protocol. Most products, including CUIC in version 10 do not utiilize the CTI protocol to generate this information, they rely on the RtCSQSummary and RtICDSummary tables provided by the UCCX. They are considered 'real-time' but generally a few minutes behind.

Regarding SLA value, how you calculate and determine this value will largely depend on your organizations criteria for what is within SLA.

Tanner Ezell

www.ctilogic.com

Tanner Ezell www.ctilogic.com
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