CMS - Acceptable Service Level

[Stinney]

We don't seem to be getting accurate % within service level information in our CMS reports.

Example: Hunt 123 has a Service Level Target (% in sec) setting of 80 in 30 and a Service Objective (sec) of 30

An historical interval summary is showing that between 10:30-11 we had 8 ACD calls, an ASA of 4 sec, 100% calls answered, and a max delay of 29 sec. But the % within service level is only 87.5%. Shouldn't this be 100%?

The CSM is set to record data on 1/2 hr interval. The BCMS VUStats interval setting on the 8700 is set to hourly. (not sure this is an issue or not)

We are running CMS v13, CM3.1.1

- Stinney

Favorite all too common vendor response: "We've never seen this issue before.

 

[langl3y]

Stinney,

Based on what you have said, it should be 100%.

One of the calls was recorded as outside the acceptable service level, based on the SL%. Are you sure that you are checking the same skill number or are not running a VDN report? Have you checked a call profile report to compare results? Was the Acceptable service level changed during the interval? Are you using the standard SL calculation in a standard report?

Cheers
langl3y

 

[wil19148]

You probably had a RONA

The service level calculation is ACCEPTABLE/CALLSOFFERED. Since a RONA requeues (by flowing out and then flowing back in) it gets counted as two calls offered but only one call answered.

A quick way to check is to see if you had 1 Flowout and 1 Flow in during the interval in question

Or if you have report designer, you can add a RONA column to your skill report - the database item name is NOANSREDIR

 

[elvislives]

You wouldnt happen to have direct agents would you?

 

[Stinney]

No direct agents

No RONAs - agents are set to autoanswer and no RONA defined in the skill

Not running a VDN report

I'll check the call profile report

No changes to the Acceptable service level during the interval.

We are using the standard SL calc in a standard report.

What's more confusing is the BCMS report when I list bcms skill xxx reflects a more accurate %.

- Stinney

Favorite all too common vendor response: "We've never seen this issue before.

 

[wil19148]

Is the service level set to 30 in the CMS under the split/skill call profile setup?

 

[Stinney]

That could be it. The skill has no call profile setup in CMS. I'll set it up and let you know what happens.

Thanks.

- Stinney

Favorite all too common vendor response: "We've never seen this issue before.

 

[Stinney]

That was it, calls now appear to be reporting properly now.

Thanks!

- Stinney

Favorite all too common vendor response: "We've never seen this issue before.