CCM 6.0 Application Performance Report 1

[CaseFile]

Does the Answered total include the Answered After Threshold amount ?
Or are they 2 seperate counts ?
For instance...Answered = 12, Answered After Threshhold = 5.
Is the 5 included in the 12, or is that 17 calls answered.
Some numbers aren't fitting together correctly. (by a lot)

 

[Utreg]

From the 'Performance Management Data Dictionary':
CallsAnswered Description: The number of contacts, excluding DN calls, answered or
accepted for this application.
CallsAnsweredAftThreshold Description: The number of contacts—excluding DN calls, ACD and NACD calls—answered or accepted after a wait greater than or equal to the service level threshold for the threshold class to which the application belongs.

If CallsAnswered=12 and CallsAnsweredAftThreshold=5 the 5 is included in the 12.
In general: CallsOffered = CallsAnswered + CallsAbandoned and the CallsAnsweredAftThreshold is only for Service Level calculation.

For more details and pegging examples see:

https://downloads.avaya.com/css/P8/documents/100122539

 

[CaseFile]

Thanks Utreg.
That is what I needed to verify.
And thanks for the link to the Data Dictionary