AACC Historical Report Thresholds 1

[TelecomTech34]

Hello Everyone. I am trying to understand how thresholds for historical reports are configured. I'm working with an AACC 6.2. I noticed that for the particular skillset that I am running reports for has no service level threshold or short call numbers setup under Configuration/Threshold Classes. I thought I read somewhere that those numbers were used to determine the levels used in historical reports and the others were used for real time stats. I have supervisors trying to understand the point at which a call is considered abandoned after threshold and I need to give them a solid answer. Any help is much appreciated.

 

[effort1584]

You are correct that the Configuration/Thresholds area is where you would configure desired thresholds. In this location you are establishing templates. These templates are then assigned in their respective location (agent has a threshold setting, in Configuration/Skillsets there is a threshold setting, and Scripting/{Server Name}/Application Thresholds have a threshold setting.

These templates impact both the historical and real-time data. Most of the thresholds are for real-time. Service level threshold and short calls are impacted in both real-time and historical.

Be careful changing the templates that exist. They may be assigned to more agents/skillsets/applications than you want to change.

If you want a change that is not global you may need to create a new template and assign it where you need it.

I am a fan of changing historical thresholds at the end of the month. Service Level and Short Calls are calculated as the data is consolidated and written to the database. It is easier to remember that the change was for the whole month. Especially if monthly reports are used. {This means the change is not retroactive, so you cannot change the service level threshold from 20 seconds to 30 seconds and re-run a report to see the difference.}

I hope this helps.