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Cisco Bug: CSCvu61769 - R10- Service level threshold for queues should be present in DS events

Last Modified

Jul 07, 2020

Products (1)

  • Cisco Webex Contact Center

Known Affected Releases

unspecified

Description (partial)

Symptom:
DS is unable to compute service level % correctly in absence of configured service level threshold in the events.

Hence, Discrepancy in calculation for In Service Level % in Historical report - All Interval Queue Canned and in Analyzer for  - CSR Standard Analyzer Report - All Interval Queue Canned.

Conditions:
This happens because there are few calls scenarios(new-connect-ended) for which queue duration is not captured/populated in the CSR.

Steps to reproduce:

1. Run the Historical Report (CDR) report for "All Interval Queue Canned" for any date. (Easy to understand if we filter just by one Queue).
2. Run the Analyzer Standard HRS Call Report (CSR) report for "All Interval Queue Canned" for the same date ad above and also select the same queue in the filter.
3. Compare the "In Service Level %" in both reports, you can see discrepancy in both.
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