CCPulse Formulas

General Discussion
1

Hi everyone

I’m newebie in Genesys, and i have a problem, a customer knows the Level of Service and the Percentage of abandoned Calls by CCPulse, but they want to know how the formulas works, where can i find this formulas?

I belive than this ones could be, but i’m not shure, i take it from old mails, i don’t know if this work, i make a test, but the value in CCPulse is not the same of what obtain, can someone explain me how this formulas works?:

Value = CallsAnsweredInThreshold1 / (CallsAnswered + CallsAbandoned - CallsAbandonedInThreshold2) * 100

AbandCallsPercentage = Sum(CallAbandoned) * 100 / (Sum(CallDistributed) + Sum(CallAbandoned))

Thanks a lot ! !

2

Hi julkrom

Do you have StatServer User’s guide? Here you can find information about statistics, formulas…

BR!

3

Have a look of this:

  1. Stat Server statistical definition of percentage abandoned call: it’s a category type RelativeNumberPercentage:

[AbandCallsPercentage]
Category=RelativeNumberPercentage
MainMask=CallAbandoned
Objects=Queue,RoutePoint,GroupQueues
RelMask=CallDistributed,CallAbandoned
Subject=DNAction

The category RelativeNumberPercentage means that statistics requested using this statistical type must be calculated as follows:

Total number of occurrences of the action(s) defined in the MainMask
_____________________________________________________________ x 100

Total number of occurrences of the action(s) defined in the Relative Mask

CallAbandoned is the action that occurs when T-Server sends an EventAbandoned.
CallDistributed is the action that occurs when T-Server sends the action EventDiverted or EventRouteUsed.

  1. Service Level. You need a statistic of type ServiceFactor1. This actually works on Queues, RP and Groups of Queues:

[ServiceFactor1]
Category=ServiceFactor1
MainMask=CallAnswered, CallAbandoned, CallAbandonedFromRinging
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction

ServiceFactor1 category = 100 * nAnsw(timeRange1)/(nAnsw + nAband -nAband(timeRange2))

I hope this help you a bit.
BR!

2 Likes
4

Yes this help, but i’m still in trouble, because i can’t get the same value of what CCPulse show me and what i done manually using the formulas :frowning: …i really need to understand how this formulas works, some one have a practice example of how obtain Level Services and Percentage of Abandoned calls in the real world?

:-
Thanks a lot ! ! !

1 Like
5

percentage call answered…

100 * ccpulse.CallCounters.Answered
/ ( ccpulse.CallCounters.Answered +
ccpulse.CallsReport.Abandoned -
ccpulse.CallCounters.statistic(“Abandoned less than 5”))

its basic logic.

1 Like