Hunt VuStats Objective 2

[Ronster]

I have a call centre manager who wants to keep an eye on the percentage of calls answered within 30 secs.

The Skill Profile daily will give him that figure for the previous day. The real-time skill profile will give him the percentage based on calls within the current 15min interval.

What he wants to see is the current percentage of calls answered within 30 secs for the day so far.

I was thinking using VuStats Data Type "percent-in-service-level". Does this use the field in the Hunt-Group "VuStats Objective"? Has anyone used this?

Ta

_______________________________________________________________
"There's probably no God. Now stop worrying and enjoy your life." - Bendy Bus

 

[SF0751]

VuStats data "percent-in-service-level" uses the the PERCENT_SERV_LVL_SPL CMS data item. Here is my vustats setup for the call center managers:

display vustats-display-format 14
                             VUSTATS DISPLAY FORMAT

        Format Number: 14                 Object Type: split
   Next Format Number: none           Update Interval: 30
 Data Field Character: $
  Number of Intervals:

   Format Description: $$$$$$$$$$$$$$$$$      Service_Level=$$%

         Data Type                        Format  Period   Threshold RC
      1: split-name
      2: percent-in-service-level                 day
      3:
      4:
      5:
      6:
      7:
      8:
      9:
     10:

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[SF0751]

FYI; I also have a custom intergrated report that my call center managers use. I used the existing intergrated report - Split/Skill Comparison Report - and added the PERCENT_SERV_LVL_SPL calculation to it.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[Ronster]

Thanks Susan.

I'll have a go at editing the Split/Skill Comparison.

_______________________________________________________________
"There's probably no God. Now stop worrying and enjoy your life." - Bendy Bus