Historical data in Realtime displays?

[VIKMPI]

I want to do a servicelevel calculation which runs for the whole duration of a day in the callcenter. This calculation is to be done for each skillset. As the realtime display for the skillset shows data for the past 15 minutes running, i need to be able to get data from earlier in the day into the realtime display. The calculation is as follows:

Number of calls answered MINUS number of calls answered after threshold DIVIDED by number of calls offered MULTIPLIED by 100%.

Exampel: (450-50)/500*100% = 80% servicelevel

The question is: how do i keep the data in all present columns on the 15 minutes running interval and then add a coulumn where the servicelevel calculation for the whole day is present?

 

[lretrievers]

Change your display to show Interval to Date to view the entire day instead of the "moving 10 minute window".

 

[VIKMPI]

Hi Iretrievers..

Thanks for your post. It was not exactly what i was looking for though. Our customer has set the Interval to date for 30 minutes, which means that the cahange you suggest only will give opportunity for a calculation covering half an hour.

Do you know if it is possible to differentiate this in the same symposium system? To me it seems like af setup that affects the whole setup if it is changes to cover the whole day.

The trick is how to have data for a whole day in the same display that shows a moving window if it is possible...

 

[mte0910]

Create two reports in web client then put the two together in a billboard.
That is the only way I can think of to do what you are after. You want Moving window and Interval to date, all in one display, so you're going to have to fake it with two displays.

 

[lretrievers]

Interval to date gives the stats from the beginning of the work day that is definied in the Historical Statistics configuration portion. It does not change every 30 minutes; the choices on real time is interval to date or a moving window which is a 10 minute moving window.

 

[VIKMPI]

In Statistics Confoguration in the group Real-Time Statistics you can set the Data Collection interval for Interval-To-Date for any interval you want. This means that Interval-to-Date not necessarily covers a whole day. )

 

[lretrievers]

The Interval to Date stats gets refreshed at the beginning of each work day; so if you say your business day begins at 8:00 am, they will refresh at that time each day.

 

[VIKMPI]

That is true but you can also set the interval to only cover each half hour so the realtime statistics resets every half hour.

EX: at 8 am it shows 0 calls offered, at 8:29:59 it shows 567 calls offered, at 8:30:00 it shows 0 calls offered, and so on.