Applies to:
- Variphy users analyzing UCCX CSQ metrics.
- System administrators managing UCCX configurations.
- IT teams responsible for call analytics and service level optimization.
Common Causes or Issues
- Need to review and analyze CSQ Service Level metrics.
- Understanding service levels for call queue performance tracking.
- Configuring service levels directly within Cisco Unified CCX Administration.
Steps:
How to Configure and Analyze Service Level Metrics
1. Access the Service Level settings.
- Log in to the Cisco Unified CCX Administration interface.
2. Edit Contact Service Queue.
- Select the Contact Service Queue to configure.
- Adjust the Service Level to set the maximum target time (in seconds) a call should wait in the queue before being connected to an agent.
Available CSQ Service Level Statistics
- Abandoned Service Level Count.
- Abandoned Service Level Percent.
- Handled Service Level Count.
- Handled Service Level Percent.
- Service Level Average Connect Time.
- Service Level Average Hold Time.
- Service Level Average Queue Time.
- Service Level Average Ring Time.
- Service Level Average Talk Time.
- Service Level Average Work Time.
- Service Level Count.
- Service Level Max Connect Time.
- Service Level Max Hold Time.
- Service Level Max Queue Time.
- Service Level Max Ring Time.
- Service Level Max Talk Time.
- Service Level Max Work Time.
- Service Level Percent.
- Service Level Total Connect Time.
- Service Level Total Hold Time.
- Service Level Total Queue Time.
- Service Level Total Ring Time.
- Service Level Total Talk Time.
- Service Level Total Work Time.
CSQ and Agent Call Details
- CSQ Service Level.
- Met Service Level.
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