Producing SLA Reports from ICM

[dspillett]

I have a live implementation of ICM on version 4.6.2. I have a requirement from the call centre manager to produce historical (and live) statistics based on percentage of calls answered within defined time limits. For example, an SLA has been taken with a customer that says we will answer 95% of calls within 10 sec, 98% of calls within 20 sec, and 99% of calls within 30 sec.

Does anyone have any idea how I can get this type of information out of the system. Attempts to review available reports and the data tables seem to indicate a running average is kept but you can't tell how many calls were answered over different times.

 

[Nipponia]

We started with ICM 5.0. In this version we also had the problem, that it is possible to implement only one Service Level to a Service. Actually, we wanted to serve the customer 2 different Service Level.

We upgraded to ICM 6.0 - with the possibility to define ten different (we can chosose them on our own) intervalls for the Service Level.

In Version 4.6.2
The only possibility is to change the Call Type in the Script. For example: In the script you move all calls (Call Type 1) which are waiting for 10 Seconds into CallType2 and after another 10 seconds into CallType3
Service Level for Call Type 1 = 10 seconds
Service Level for Call Type 2 = 10 seconds
Service Level for Call Type 3 = 10 seconds
We never tried it. you have to control the reporting very carefully, because of the lost/terminated calls when changing to another call type.
Anyway, it's worth trying. Hope it helps.

 

[adminto]

This information is in the route call detail and termination call detail records. What you need to do is create a SQL extract on a hds to build a custom table in the db, you can then write your own webview templates against that table. You could of course write a custom report against the RCD/TCD records but you may run the risk of timing the report out on the Jag. server.