CMS - Service Level Question 1

[SF0751]

We have a call center here with 75+ employees, each divided into one of 5 groups. All reps have a single skill at the same skill level. The question has been asked if we can obtain the service level for each individual group, in addition to the service level for the department as a whole.

The only way I can think of doing this is to give each group a unique skill and then write the vector so that the inbound calls are distributed equally among each skill. Is there another option that I'm overlooking?

We are on CM 3.1 with Call Center 3.0 (EAS, Variable Vectors, etc.) and CMS 13. Thanks in advance.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[langl3y]

You will need to write a custom report for your current setup or you need five different skills.

The custom report will have Agent Group and skill query's.

Good luck.

Cheers
langl3y

 

[SF0751]

This would be a custom report through screen painter, right? Ick. Guess I'll drag out my manual and begin.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[niteowl7]

Hi, I was wondering if you could assist me with adding service levels to an existing daily, weekly and monthly report.