Avaya CMS max delay- flow out

[annie37]

Hello Experts,
We are trying to understand two concepts on our reports
CMS SUpervisor web R17

https://files.engineering.com/getfi...8961-4798-8a95-5dd39f519c3e&file=maxdelay.PNG

1: Max delay : Based on our report times 5:30 to 6:00Am /1:30 to 2:00pm
the max delay is 42 seconds but our average speed answer for the two calls were 24.5 and 22.5
how come the max delay is 42 seconds if the average speed answer was 24 and 22 for the two calls.
according to the docs
Max Delay: The maximum time that a caller waited in queue and ringing before:
- Being answered
- Abandoning
- Being redirected
- Receiving a busy signal
- Being disconnected.
what else is adding here?

2:flow out: 4:00- 4:30 am - 11:00 -11:30 pm
how is this flow out affecting our % within service metric
the avg speed answer for the two calls were 34 and 32seconds meaning that we are withing out metric of 80 - 40
any idea here?

Really appreciate any assistance here

 

[Stinney]

1) Max delay

Max delay is the maximum time during the interval that a single call waited the longest and average speed of answer is an average of all calls.

If you had only 10 calls come into your call center during the interval and 9 calls waited 10 seconds and 1 call waited 60 seconds to be answered, your max delay is going to be 60 seconds. That's the longest any one call waited to be answered during that interval.

Your average speed of answer is going to be 15 seconds (total amount of wait time 90 seconds divided by 10 calls = 15

So, for the 2 calls it makes sense that one would have waited 42 seconds to be answered, that would mean that the other waited almost 7 seconds to be answered.

For the 1 call that had a max delay of 42 but the average speed is 24.5 I believe I ran into this before. You can see a call came in during the 1-1:30 interval with no disposition, so its metrics are going to roll over into the next interval where it was actually answered.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[annie37]

 

[annie37]

Thanks, so much Stinney
I really appreciate your assistance
based on your notes, whenever we don't see a metric for a call
those metrics are going to roll over into the next interval, meaning that the cal was received on one interval but was answered on the next interval right.
if it not to much to ask do you have any idea why the flow out would be affecting our "% within service" even know the call was answered within the 80 "40" metric?

 

[europe2]

For the Max delay question:
All call details concerned with an ACD call are written to the database of CMS when the After Call Work of the answering agent ends.
So when an agent answers a ACD call at 1:24, talks for 5 minutes and is in after call work for 2 minutes all call related data is written to the CMS database at 1:31.
That can make it look as if the call was anaswered between 1:30 and 2:00.

To test you can have a look at a call that has been answered just before closing time, lets say 5:00, (so answered at 4:59.
When the call ends after 5:00 in CMS you will see a call between 5:00 and 5:30

 

[europe2]

For the flow out question:
% within Service Level is a calculation in CMS, the calculation is:
Name:

PERCENT_SERV_LVL_SPL (Can be found in the dictionary)​

Actual Calculation:

100 * (ACCEPTABLE /CALLSOFFERED)​

The calculation uses these 2 database items (which also can be found in the Dictionay):

ACCEPTABLE
The number of ACDCALLS that are answered by an agent within the predefined acceptable service level (SERVICELEVEL) as defined on the Call Center Administration: Split/Skill Call Profile window.
This is a cumulative item.​

CALLSOFFERED
The number of calls that queued to the split/skill and that completed during the interval. This does not include calls that could not queue to the split/skill because the queue was full or there
was no queue. CALLSOFFERED = ACDCALLS + ABNCALLS + BUSYCALLS + DISCCALLS + OUTFLOWCALLS + DEQUECALLS + ICRPULLCALLS. CALLSOFFERED includes ABNCALLS, RINGCALLS, OTHERCALLS, and INFLOWCALLS.
This is a cumulative item.​

Thus when a call flows out, this will allways effect your Service Level.
If you do not want that you could make a designer report, with a custom Calculation.
The custom calculation would look like this:

Name:

percent_serv_lvl_spl_custom (Can be found in the dictionary)​

Actual Calculation:

100 * (ACCEPTABLE /(CALLSOFFERED-OUTFLOWCALLS))​

Remember to always have custom calculation be named in lower case so that when the CMS is being upgraded they come over in the upgrade process.

If you need any help or have questions just post here

 

[annie37]

Thanks so much europe2
I'll go ahead and look into these calculations
so i can have a better understanding of how I can modify these reports

thanks again