Avaya CMS % SERVICE LEVEL

[annie37]

Hello Experts
We are new on Avaya CMS and we have an issue with our %withing service level
being affected by the abandoned calls %, how can we avoid that?
CMS SUpervisor web R17

see below example
We had two abandoned calls

https://files.engineering.com/getfi...d3e4-4729-9451-b433bcc3058f&file=Capture1.PNG

Which affected our % withing service to 89

https://files.engineering.com/getfi...3ea7-4c0a-90f2-e12c8de8f8fb&file=Capture2.PNG

our split skill profile configuration is set as below

https://files.engineering.com/getfi...215e-40a7-95a1-ac692740cd60&file=Capture3.PNG

and our cm config the same

https://files.engineering.com/getfi...422e-4d08-b6ce-d163017de398&file=Capture4.PNG

thanks in advanced for any assistance

 

[kyle555]

https://downloads.avaya.com/css/P8/documents/101015189

p112

% Within Service Level means:

The percentage of split/skill ACD calls that
were answered by an agent within the
predefined time. [highlight #FCE94F]Calls offered to the split/skill
include calls that were abandoned and calls
that were not answered, [/highlight]but do not include
direct agent calls. Calls that were not
answered may include forced busy calls,
forced disconnect calls, calls redirected to
another destination, and calls queued to more
than one split/skill and answered in another
split/skill

The calculation shows as:
100*(ACCEPTABLE/CALLSOFFERED) = <PERCENT_SERV_LVL_SPL>

You would want that to be
100*(ACCEPTABLE/(CALLSOFFERED-ABNCALLS)) = "Service Level for calls that were answered and excluding abandons"

Here's a doc that explains custom reports - but if you're new to CMS, it's overkill.

https://downloads.avaya.com/elmodocs2/multivantage/233823_2/215822_3/215822_3.pdf

If you're project is still in some implementation phase, or you have support from your organization implementing CMS for you, you might have someone who knows these reports inside and out.

That, or find a way to get csv into Excel and whip up a macro

 

[annie37]

Thanks, darling for your inputs
We are using the % within service to monitor our agents an make sure that they stay within the metric set
80 40, but these abandoned calls keep affecting our service level metric.
so you are saying, that there isn't a way to tell the system to just disregard or not count those abandoned calls in the reports
so our % within service level metric won't be affected by that.

 

[kyle555]

Correct, there is no way to tell the system that in the context of your report. You're using one of the many canned reports which are usually enough for 99% of use cases.

Now, it gets hairy in terms of how you define service level. There's other reports for abandons like Call Profile Abandon per Service Level Increment so you can get a better idea if people are abandoning as soon as they enter the queue because no agent was immediately available, or if they're abandoning after waiting a minute or two.

In my mind, I'd think if your service level is 80% in <20s, then it shouldn't count abandons against service level if abandoned in <20s but it SHOULD count abandons >20s. Why would you want to count the stat against the skill if the agent answered after 60s but not if the customer hung up at 59s? It still sat in queue longer than it should have to be answered.

I'd say point #1 is understanding what those stats mean in terms of the system and correlating that to what that means for the needs of your call center.

Point #2 is figuring out how to get that data and how often you need it.

If it's a daily thing, maybe manually doing it in Excel isn't a big deal, or something a macro can do.

But if it's something you want to look at periodically throughout the day just to keep an eye on things, it'd be really tedious to have to play around in Excel each time, even if you whipped up a macro. At that point, you'd probably want a custom report that you can run on demand that presents the service level number in the way you'd like - excluding abandons. I've never had to write one myself, but they seem fairly straightforward and I'm sure there's no shortage of people who do this kind of thing regularly.

 

[annie37]

thanks so much
the idea was to exclude abandon calls less than 10-15 seconds.
cause we are seeing that the avg aban timer for many of the calls is less than 10 seconds
affecting our % within service metric

https://files.engineering.com/getfi...6dcd-43c1-8b7d-0349f614c7d6&file=Capture5.PNG

 

[kyle555]

I think you're in custom report territory,

Here's a good thread about it:

https://www.tek-tips.com/viewthread.cfm?qid=1069841

Basically, the abandon timers you set are for trunks that don't have disconnect supervision - so it's to mitigate calls that DO land at agents and drop after a short time - like your agent hears dead air and hangs up.

Unless anyone else here has ideas, I'd think you need to use the abandon increments 1-10 and define level 1 as <15s and derive a different stat - just like service level - but only count the abandons that took >15s in queue.

 

[europe2]

You are definitly in the designer part of reports if you want to ignore calls abandoned within 15 seconds.
Done this a few times for customers, you need a custom calculation, and then a designer report.

With CMS R17 I think you cannot see the desigenr reports in de web interface.
But if you hav any questions just drop a line in this post