Dual pegging for reports 1

[Sympology]

Symposium 4.0 SU10
This is one I sort of know the answer to but would appreciate comments or inprovemnts.
I know that in reports (not GRTD) that there is only a single service level, e.g if pegging set to 20 seconds, then calls below 20 seconds met SLA, but calls above 20, fall below SLA.
However, our sales team (as usual) decided to tell the customer that we can report on calls below 20 seconds and above 40 seconds (i.e 2 threasholds).
I thinking of queuing to a secondry / dummy skillset in a loop section.

So would have:
IF NOT OUT OF SERVICE techsupport THEN
QUEUE TO SKILLSET techsupport
WAIT 2....
SECTION LOOP1
IF AGE OF CALL >40 THEN IF NOT OUT OF SERVICE xyx THEN
QUEUE TO SKILLSET xyz
WAIT 2.....
EXECUTE LOOP1

The problem arises that I want it to show the total length of call once it start queuing (i want to avoid messages as these can vary massively, so can't really report on application).
I can see a problem, if the call is answered in 42 seconds by xyx, then it will come back as 2 second answer.
Does anyone have any ideas or can I happily carry on saying, "Sorry Guv, not my problem, i didn't say it could do it!"

Thanks,
Stu..

 

[JYJYJY]

If you use Crystal Report to prepare user-created report, you can provide service level at different time without changing the script.

the applicationstat views (i,d,w,m) have fields that give AnsDelay?? where ?? is the seconds. The Data Dictionary describe:

Each field contains the number of SCCS calls that were answered after waiting for a period less than or equal to the number of seconds specified, and greater than the number specified in the next lower range.

Simply create a formula in the Crystal report to sum all AnsDelay?? fields up to your desired seconds, and divided by the total call answered if your call center treated abandon call as valid service level calculation base. (otherwise, you need to build a more complex formula taking into consideration of AbdDelay?? fields too)

 

[Sympology]

Cheers for that. Although a lot of it mean't nothing to me, I can now pass it to our reporting teams and let them have the headaches. So long as the data is there for them to extract, it not my problem. Hee hee.
Stu..

 

[Supernn]

Remember that the Sl is calculated on presenting the call.
If you have a welcome message for say 10 seconds before queueing, the SL in the application should be increased with this 10 seconds, so 30 and 50 seconds.
If the annoucement can be interrupted by pressing a button on the phone, the call is presented anywhere between 0 and 10 seconds, so the SL should be anywhere between 20 and 30 (and 40 and 50) seconds.

 

[JYJYJY]

If the annoucement is on the primary script, you need to consider the time play in the announcement.

But if the announcement is played on the master script, it would not be included in the calculation. You need to select the application name (or ID) of the primary script(s) and the time will count when the call goes into the primary script. Remember that secondary script will time is count starting from primary script.

Also, if you are using all application ID in one report, you need to exclude all application ID that is single digit (0,1,2,.) in order to avoid double counting.