Peripheral Data 149
7. Available Data
7.9.1. Service Level
The ICR tracks the service level for a route based on the calculation
method that is in use for the peripheral service associated with the route.
There are three types of service level calculation methods, each of which
treat abandoned calls differently:
Abandoned calls ignored
Abandoned calls negatively impact service level
Abandoned calls positively impact service level
The ICR collects the data needed to make all three calculations. Service
levels that are calculated by the peripheral itself are not available for
individual routes.
See also:
For more information on service level calculations and the treatment of
abandoned calls, see “Service Level,” in the “Peripheral Service Data”
section earlier in this chapter.
7.10. Peripheral Data
The peripheral data category is used to report on switch-specific
hardware and software status and some types of call count and service
level data. A peripheral is a switch, such as an ACD, PBX, or VRU, that
receives calls that have been routed by the ICR.
Peripheral data are recorded only in the Peripheral_Real_Time table in
the Admin Workstation’s local database. Some typical peripheral data
categories include:
Status. Indicates the current failure state of the peripheral.
Online. Indicates the current on-line state of the peripheral as
determined by the Central Controller.
Calls in progress. The total number of calls currently in progress at
the peripheral.
Agents logged on. The number of agents currently logged on to the
peripheral.
Calls offered. The total number of calls offered to the peripheral
during an interval. This includes both incoming and external calls.
Service level. The percentage of incoming calls that are answered
within a specified service level threshold. (See the earlier section,
“Service Level,” for more information.)
Other types of peripheral-specific hardware and software data may also
be tracked within the Peripheral_Real_Time database tables.