|
CSQ Name
|
CSQ to which the call is queued.
|
|
CSQ ID
|
Unique
ID of the CSQ.
|
|
Call
Skills
|
Skills
that are associated with the CSQ to which the call is routed.
|
|
Service Level (sec)
|
Value that was entered in the Service Level field when the CSQ
was set up in Unified CCX Administration. If the service level changes during
the report period, the report shows the old and new service level values.
|
|
Calls Presented
|
Calls that are routed to the CSQ, regardless of whether an agent
picked up the call.
|
|
Total Service Level Met
|
Calls that are answered within the time set in the Service Level
field in Unified CCX Administration.
|
|
%
Service Level Met
|
(Calls handled within service level / Calls presented) x 100%
|
|
Number and % Of Calls Met SL For Each Call Priority—Priority 1
(Low)
|
Number
of calls with this call priority that are answered within the service level
time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—% Priority 1
|
Percentage of calls with this call priority that are answered
within the service level time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—Priority 2
|
Number
of calls with this call priority that are answered within the service level
time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—% Priority 2
|
Percentage of calls with this call priority that are answered
within the service level time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—Priority 3
|
Number
of calls with this call priority that are answered within the service level
time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—% Priority 3
|
Percentage of calls with this call priority that are answered
within the service level time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—Priority 4
|
Number
of calls with this call priority that are answered within the service level
time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—% Priority 4
|
Percentage of calls with this call priority that are answered
within the service level time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—Priority 5
|
Number
of calls with this call priority that are answered within the service level
time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—% Priority 5
|
Percentage of calls with this call priority that are answered
within the service level time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—Priority 6
|
Number
of calls with this call priority that are answered within the service level
time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—% Priority 6
|
Percentage of calls with this call priority that are answered
within the service level time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—Priority 7
|
Number
of calls with this call priority that are answered within the service level
time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—% Priority 7
|
Percentage of calls with this call priority that are answered
within the service level time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—Priority 8
|
Number
of calls with this call priority that are answered within the service level
time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—% Priority 8
|
Percentage of calls with this call priority that are answered
within the service level time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—Priority 9
|
Number
of calls with this call priority that are answered within the service level
time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—% Priority 9
|
Percentage of calls with this call priority that are answered
within the service level time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—Priority 10 (High)
|
Number
of calls with this call priority that are answered within the service level
time.
|
|
Number
and % Of Calls Met SL For Each Call Priority—% Priority 10
|
Percentage of calls with this call priority that are answered
within the service level time.
|
