Integrated Report - Service Level

[ashwebster]

Hi

Can someone tell me how i can view a 'Today So Far' service level for a skill.

I presumed this would be an integrated report but it is not in the standard reports. only the Real Time service level seems to appear in the integrated report.

is it possible to create a designer report using a calculation?

thanks ash

Apple Tree Education specialising in Avaya and Cisco IPT Training

http://www.apple-tree.co.uk

 

[mikeydidit]

You can use BCMS reports to give you somethings.

list bcms skill 17                                                     Page   1

                               BCMS SPLIT REPORT

Switch Name:                                  Date: 4:29 pm  WED JUL 8, 2009
      Split: 17
 Split Name: HELP DESK                          Acceptable Service Level: 30

                  AVG         AVG    AVG    TOTAL             TOTAL       % IN
            ACD   SPEED ABAND ABAND  TALK   AFTER FLOW FLOW   AUX/  AVG   SERV
TIME        CALLS ANS   CALLS TIME   TIME   CALL  IN   OUT    OTHER STAFF LEVL

16:00-17:00     4  0:08     0  0:00  1:16    0:00    0    0  487:53   9.0  100
17:00-18:00     0  0:00     0  0:00  0:00    0:00    0    0  540:00   9.0
18:00-19:00     0  0:00     0  0:00  0:00    0:00    0    0  540:00   9.0
19:00-20:00     0  0:00     0  0:00  0:00    0:00    0    0  540:00   9.0
20:00-21:00     0  0:00     0  0:00  0:00    0:00    0    0  540:00   9.0

Not sure if thats what you are after? You can also use the

monitor bcms skill 17                                           Page   1 of   1
                           BCMS SPLIT (AGENT) STATUS

        Split: 17                            Date:   16:30 WED JUL 8 2009
   Split Name: HELP DESK
Calls Waiting:    0                        Acceptable Service Level: 30
  Oldest Call:   0:00                        % Within Service Level: 0

Staffed: 9   Avail: 0   ACD: 1   ACW: 0   AUX: 8   Extn Calls: 1   Other: 0

                                                        ACD    EXT IN  EXT OUT
AGENT NAME       LOGIN ID   EXT       STATE     TIME   CALLS   CALLS    CALLS

ALLISON DYE                 5xxxx     ACD      16:21      0       1        0
ANGELA LEDGER               5xxxx     AUX      12:02      0       0        0
ANNETTE PAINTER             5xxxx     AUX      16:29      2       1        0
ARLENE HALL                 5xxxx    AUX      16:18      0       1

Hopefully these help??

When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[SF0751]

Try taking the current integrated report "Split/Skill Comparision" and add the calculation "PERCENT_SERV_LVL_SPL" to the report.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”