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Hi marcell55, Thank you very much for helping me out through the struggle of trying to make it work. Your formula was exactly what I needed to fulfill my objective. Thanks again, -Mick

Good Afternoon, For a while now, I've been trying to capture a weighted Service Level within CSM R.12. I've adjusted the Call Profiles to my need and am now looking to capture a CSL which discounts abandoned calls <20 seconds. Would someone be able to review my formula and let me know why it...

Hi Marcell55, This morning I attempted to utilize the ACCEPTABLE / (CALLSOFFERED - ABNCALLS1)*100 formula and received the following error: totals The column must be the GROUP BY list. Is this caused because I don't have a sum at the end of the formula? If so, would the sum formula look...

Thank you marcell55. Fortunately, a while back I did change Inc1 to be 20 seconds. I will try the provided formula shortly and let you know how it turns out. Thanks again, -Mick

Hello, I am working with CMS R12 and am wondering how to create a Service Level formula (across all skills) which will discount abandoned calls 20 seconds or less. I am able to remove calls <20 seconds but am having difficulty creating a calculation to support this objective. Would someone be...

A while back our organization upgraded from BCMS to CMS. While trying to reconcile some historical daily to monthly numbers on a CMS report, I noticed a discrepancy of 50K calls. The transition occured mid-month and although the monthly data appears the daily data prior to the transition does...

Hi Dufus2506, I am interested in providing reports which discount calls 20 seconds and below in length. I'm familiar with how to access the Skill Call Profile Setup but am unsure how to apply the desginated seconds to my increments. Would you be able to help? Thank you, cmick

Hi RGarcia, Your original inquiry for this thread is precisely what I am trying to accomplish today. In fact, prior to coming across this string I had started a new thread. My situation is, I would like to discount calls with abandon times of 20 seconds or less. Is this done on the switch or...

Hello, For a little while now, I've been attempting to capture Service Level (SL) by removing abandon calls under 20 secs. Currently, I need to export the data into Excel and remove calls meeting the ABA time criteria; though I'm thinking there must be an easier way (i.e. via CMS). Would...

I've created quite a few integrated reports in CMS (R.12) and am looking to add a summary line akin to historical reports. I've researched this in my books and resources and have been unable to identify if this is possible or not. Would anyone happen to know if this is possible? Thank you, -cmac

RGarcia, Thanks again for all your help today. I was finally able to add the AHT metric to my report after pulling my hair out for hours. Let me know if I can ever help you out.

RGarcia, Thanks for the calc which certainly seems simpler than mine with no errors. The only problem I have now is seeing the column appear in my report. I inserted a new table and added _sum for my summary data but still no Handle Time data? Would you mind helping me a bit more with this...

I've tried dsplit and msplit. Each results in a syntax error during the SQL WHERE criteria process.

RGARCIA, Fortunately I had the opportunity to attend CMS Basic and Advanced training which was extremely helpful. Especially since I've been in (and still am) in the situation where everyone wants a custome report. What part are you struggling with?

On the topic of talk time, for some reason I seem to be struggling with writing a custom report to capture Actual Handle Time. The query I've written results in syntax errors: I_ACDTIME + I_DA_ACDTIME, <TOTAL_I_ACDTIME>+HOLDTIME+I_ACWTIME + I_DA_ACWTIME, <TOTAL_I_ACWTIME> Would anyone be able...