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Cisco Bug: CSCvi68494 - UCCX:[DOC] Need calculations of Service Level(Long Term) and Service Level(Short term) in LD report

Last Modified

Jun 16, 2018

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

11.5(1) 11.5(1)SU1 11.6(1)

Description (partial)

No documentation available for many Live Data statistical fields published over JMS topics. These include Low and High Threshold values for SLA, Abandoned calls, dequed calls, etc.

When trying to interpret values of SLA, etc available on VoiceIAQStats available over http:<CCX>:9080/realtime/VoiceIAQStats, there is no documentation on how these values are calculated or the definitions of these fields. There is no clarity on the differences between low and high thresholds.
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