RTR Private Graphical Display

[johnjose]

Hi,

We need to create Billboard for an Application:
Calls Answered/ Calls Offered *100.
It means without Calls Abandoned as are calculated in %Service Level.

Thanks,
j.

 

[bajangsa]

Under Configuration - Formulas - you can look at the existing formulas, but you can also create your own. It is a bit tricky, if you make an error you have to start over again, but otherwise it is easy. You can then use your newly created formula in your billboard.
Good luck. As a matter of fact i think you can find an existing Skillset formula matching your wish.

 

[johnjose]

Thanks a lot for your help. As Application calls can be queued in various skillsets I would prefer to create my own formula for our Application. Can you advice please how to do that?

Thanks
jj

 

[Utreg]

For more information you can press Help when in the CCMA Configuration - Formulas. You can also double click on the existing "Application %Service_Level" to view the current setup.

Also see Nortel Contact Center Performance Management (NN44400-710).
Creating custom formulas, page 116

http://support.avaya.com/css/P8/documents/100093297