Customised Service Level Formula in backend reports

[pakya123]

Hello!
I am relatively new in symposium reports.

We are using SCCS 5.0 and SWC 4.5(SU05).

My Operations folks think that the service level which they are getting in the historical reports is not correct, hence they want to change the service level formula.
Is there a way where we can do this without using the Crystal Reports.

Regards,

Pakya

 

[Magpye]

You can change the formula in Symposium, but be aware, it's a global change, so it'll affect every call centre using that server. It just gets messier from there..

In my experience, it's better to look at why they think the service level is incorrect, as it could be something in the scripting, or there's an agent that keep letting calls RTQ, etc.

Instead of changing the formula, you could look at increasing the service thresholds incrementally instead. It's still a global change, but unless you enjoy beating yourself with algorithms, it's easier to revert and you have a clearer picture of what has changed...

Good judgement comes from experience,
which usually comes from bad judgement..

 

[pakya123]

Thanks Magpye,

I would like to know if we can use the formula in backend reports.(Using DSN data thru excel.)

 

[Magpye]

Um, unless you're interrogating the database directly using some sort of connector (ODBC, Crystal,etc), when you run the reports, the GOS and Service Level is calculated for you automatically.
Exporting that to Excel and then running another algorithm on the results is going to give you inaccurate stats.

If you are drawing the info out from the database, I suppose you could manipulate the data in Excel, but don't ask me how.
Both Excel and database extraction are beyond my expertise.

Good judgement comes from experience,
which usually comes from bad judgement..