CCMS 6 scripting - Skillset Service Level

[Sylric]

Good day,

I have a question for you my friends...

My goal is to manage my calls with the service level of my skillset. So I know in the realtime display, we get this number with the %Service_level. Can we get this value and play with it in CCMS6.0 scripting?

So for exemple, I have customer_1 who I promise 80/20, customer_2 who I promise 90/20 and customer_3 who I promise 70/30. So, for exemple, if my customer_1 is at 92% and my customer_2 is at 75%, I want to be able to ask CCMS something like that :

IF "%Service_level custmer_1 < 90 THEN
QUEUE TO SKILLSET customer_1 WITH PRIORITY 1
ELSE
QUEUE TO SKILLSET customer_1 WITH PRIORITY 5.
END IF

So I want to play with my service level to make customer_2 Service Level going up.

So my question is, Does someone know how can I get The service level value of specified skillset in my CCMS script?

Does I have to use HDX connection to get the value from CCMA?

Thanks for all your help!

 

[captaingadget]

There is no script intrinsic that will give you the service level directly, not is there any simple way of calculating it directly from the script intrinsics that have to work with. Writing a stored procedure (HDX) and getting it from the historical database is certainly possible, but the historical database is updated once every 15 minutes so the service level could be up to 15 min old when the procedure is called.

You are probably best off using something like estimated wait time to prevent the service level dropping.