Hi folks,
i wanna display the service level in ccpulse - a counter for calls distributed within certain ammount of time. I’m absolutely no scripter and not into JScript at all.
Can anyone help out?
Cheers
Phil
Hi there!
Phil, did u try out-of-box template what allready consist SF counters ?
WBR Thaler
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hey timur,
i just had a look at it and found a template for VQs called “Queue Evaluation” and another “Load Balance Across Queue”. They provide a statistik called “Within SL”, respectively “% Service Factor”, but there’s no statistical type stored for both of them, so nothing i could use to copy from… any certain idea?
cheers
P
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look deeply. SF in ou-of-box template it’s just a calculated field. i may need to create the new historical associated filed to have posibility to calculate the SF in retrospective.
WBR Thaler
hey timur,
what do you mean by “the new historical associated file” ???
by the way i found a matching statistic (Total_Calls_Answered_In_Threshold), but the time within to answer is 60 secs. i need 30 secs. is this configurable somewhere?
ServiceFactor is a riddle to me. What is calculated in there? Is there any Documentation for CCPulse Statistics. The Admin Guide is quite poor concerning this topic.
cheers
Phil
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i mean field. yeap u right jast another TotalCAW but in threshold waht you need.
ServiceFactor is a riddle to me. What is calculated in there? Is there any Documentation for CCPulse Statistics. The Admin Guide is quite poor concerning this topic.
look at page 380 in Reporting Technical Reference Guide for the Genesys 7.2 Release
WBR Thaler
Hi,
Could you please tell exactly what is your requirement,so i will tell you the steps for the fix.
Cheers,
Satya
hey satya,
required is a formula or statitistic to count calls, answered within 20 or 30 secs, considering the time counter starts on the arrival on the Routing Point/ Virtual Queue. In best case the ammount of time is configurable.
afterwards i can use the number to determine the percentage of call answered within the “Service Level”.
Is this exactly enough?
cheers
P
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O_o Spambot answering to spambot, only them could understand each other…
Hi,
This is possible you can do 0-10,10-15,15-20.20-30,30-60 sec call related stat calculation in CCPulse+ using filters in the relal time stat server.But it depends you want to use which type of template like Queue related or Agent related.
Let me know so i will guide you on this.
Cheers,
Satya
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Great work! The feedback supplied was very helpful. I am hoping you carry on the great work succesfully done.
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Hi Phil,
create your times in DMA
Tambo
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