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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)

Symptom:
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.

Conditions:
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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