Need Some Help With Time Profiles - Not Working As I Had Hoped

Voice & Telephony
1

All

I run a large tier 1,2 & 3 call center here in North America and am using CCPULSE and StatServer but have some issues with Time Profiles. I have the following staffed shifts:

Afterhours East
Afterhours West
Day East Shift
Day West Shift

So with the above in mind I decided to simplify where possible and create 2 time profiles, 1 for day and 1 for night. The day was setup for 6am EST to 8pm EST and the night from 8pm EST to 6am EST. Pretty straightforward I thought. My goal was to have these start capturing at those times of day, accumulate over the day then reset the next morning. This is not happening. I have created templates that use the GROWING Interval Type & My DAY profile but this for some reason keeps resetting every hour. On top of this the night profile (have both running in the same workspace) is accumulating through the day !!!

Just so everyone is aware, here are the capture points I have setup to capture in the templates built on these profiles:

Calls Entered
Calls Answered
Calls Abandoned
Calls Waiting Max Time
AVG Answer Time
AVG ABandon Time
Max Answer
Max Abandon
Service Level At 60 & 360
Answered PCT
Abandoned PCT

Please help, what am I doing wrong, or are my expectations too high :wink:

Thanks

2

Hi,

It should be possible to define time profiles that fit your needs. Could you post here your definition of mentioned time profiles?

R.

1 Like
3

My day shift is defined as 6am EST to 8pm EST
Night shift is 8pm EST to 6am EST.

Obviously I do not want it to reset until those times. Right now its resetting every hour

4

Yes, I know but I want to see how the time profiles are defined in StatServer options.

R.

1 Like
5

Night is set to 20:00+06:00
The day is set to 06:00+0:30

1 Like
6

Definition of your time profiles is wrong as the second parameter is increment. So your definition “06:00+0:30” means that statistic is reset at 6:00 and then in
30 minutes interval (6:30,7:00,7:30 etc.).

I think that you can have just one time profile that resets the statistic at 6:00 and 20:00.

General,Growing = 6:00,20:00

Of course, you can have both:

Night,Growing = 6:00,20:00
Day,Growing = 6:00,20:00

I haven’t been able to test it but it should work :wink:

R.