SECC 4.2 Report Pegging Discrepency

[LWEB]

Does anyone know why:

on the Application by Skillset report the
Applications: ABC123
Summary: has 2 calls under "Skillset Answered After Threshold"
BUT
the Application Performance Report has
Application: ABC123
Summary: has 21 calls under "Ans After Threshold"

Answered Calls field matches.

Any help you can offer me would be greatly appreciated.

 

[yyrkroon]

are the threshold for applications and skillsets the same? you're comparing skillset threshold vs application threshold.

 

[captaingadget]

yyrkroon is spot on with the answer the threshold values for an application and a skillset can be set differently. Further, the application threshold timer will start counting as soon as a call hits the master script, the skillset timer starts when a QUEUE TO SKILLSET command is executed in the application. So if there is any call treatment taking place before the queue to skillset command such as menu selection then this will also affect the thresholds. I know you don't build master and primary scrits directly in SECC but they are there none the less.

 

[LWEB]

Thanks for responding. Yes, the application and skillset thresholds are both set for 120 seconds pegging. Now as far as the application threshold timing vs. skillset threshold timing. This is set up as front ended by Call Pilot then opting to the CDN of the call center. So the Call Pilot front end is not part of Symposium so I assume that won't start the timer until the call opts to the CDN, correct? Once the calls opt to the CDN, how does the application timer work vs. the skillset timer. Also, I guess if a call is waiting for a skillset but then overflows to a lower priority skillset that would effect the pegging of the call as well, correct?

Thanks again.

 

[captaingadget]

Yes correct, the time in call pilot is not counted. The application timer starts when the CDN is called. The skillset timer starts when the call is queued against the skillset. If a call is overflowed, then the skillset timer starts when the overflow occurrs. This then accurately measures the performance of the individual skillset even though the call may be aged by the time it get there.

 

[LWEB]

Thank you all so much. I think that explains it.

Leda