CC pulse and ServiceFactor1

My customer wants to have PCA30, i.e percentage of call answered within 30 seconds. I used the ServiceFactor1 statiscal type with TimeRange 0-30 and TimeRange1 0-5;

Situation
. nr calls offered 3
. nr call answered within 30 sec: 1
. nr calls abandoned: 2
. nr calls short abandoned: 1

the servicefactor1 calculates as follows 100 * nrcallsanswered0-30/ (nrcallsanswered0-30 + nrcallsabandonded - nrcallsabadoned0-5) = 100 * (1 /1+2-1)= 50%

However it is clear that this should be 33%

Any idea how to implement tihs ?

Hi,

You can use custom statistic in CCPulse to count the value using your formula:

PCA30 = nrcallsoffered / nrcallsanswered0-30

René

dink -
Check your math again. In your denominator, 1 + 2 - 1 = 2, not 3.
Therefore 100 * 1 / (1 + 2 - 1) = 100 * 1 / 2 = 50%

Also, the formula you propose is incorrect for ServiceFactor1. It should be:

SF1 = 100 * Answered0-30 / (Answered + Abandoned - Abandoned0-5)

In the denominator, you need to use ALL the answered calls in the calculation.

Rene -
I think your formula should be flipped
PCA30 = nrcallsanswered0-30 / nrcallsoffered

Otherwise, it will always equal or exceed 100%, since Offered >= Answered0-30.

Kevin,

what is wrong with my math; I wrote it is 50%; it should be 33%;

I’ll rephrase the question…
Why do you think it should be 33%?

Bink, you are only considering the calls answered on the first 30 seconds, as Kevin says, you must consider ALL answered, no matter on what time they were answered. I believe that is your confusion.
You can check reporting guide to have more clear concept, or maybe your client is using a completly different formula for what he considers his SF should be.

I agree that I have to consider all calls (that was just a typo error)

But it has to be 33 because there are 3 calls offered and only 1 is answered within 30 seconds

I have a easy solution using a formula within the template of CC pulse. But for organisational reasons, they prefer a solution on stat server level

Dink,

As I know there is no possibility to define custom formulas on StatServer level.

to Kevin: Thanks for correction. My hands were quicker than my brain

René

However it is clear that this should be 33% ACCORDING TO YOUR PERSONAL FORMULA NOT ACCORDING TO STATSERVER FORMULA should be your consideration

Remember:

SF1 = answered_threshold * 100 / (answered + abandon - short_abandon)

So for your data:

1*100/ 3 + 2 - 1

100/ 4

25% is your SF…

. nr calls offered 3 (answered is not equal as entered)
. nr call answered within 30 sec: 1
. nr calls abandoned: 2
. nr calls short abandoned: 1

now your maths are wrong cava

it is 1/(2 + 1 -1) * 100 = 50 %

i’ ve never metioned that it is wrong; i have only said that my customer does not accept it; so i will go for a custom formula

does anyone know where I can find info that explains how I can put a formula on the level of the stat server; the stat server reference manual is very cryptic on this issue

And that 2 came from…???

For custom “Formulas” read the main and relative masks section, not so hard and very clear.

Rene -
Not a prob - Been there, done that…

cava,

2 is the number of abandoned calls (1 nomral - 1 short abandoned)

dink

Ok,
But how do you think your stat should be?

Because you say:

However it is clear that this should be 33%

But you don’t say why you think that.

Someone have aspirin ???