Service Level Target and Expected Call Handling 3

[FicBen]

I currently have a hunt group set up with the Service Level Target as 80% in 20 seconds. I'm assuming that 80% of the calls received will be answered in the first 20 seconds, am I correct?

What is Expected Call Handling? The total amount of the call from answer to hangup?

Where can I see these stats on CMS? (Can you tell I have a manager that wants to see these stats on his CMS reports?)

Thanks!

 

[langl3y]

FicBen,

The hunt group form in the Definity/Com Manager will have a setting for the service level objective. If you set this at 20 seconds, when you run a BCMS report, the % field will show you how you performed, ie how many, in %, calls were answered in 20 secs.

The expected Call Handling figure is used in the Expected Wait Time (EWT) calculation and will not appear in CMS reports.

I hope this helps
Langl3y

 

[FicBen]

Thanks Langl3y, I'm guessing this is what I need to do then:

In CMS, set up Split/Skill Profile under Call Center Administration:

Acceptable Service Level is 30 seconds; calls should be answered within 30 seconds

Service Level Increments: 30, 45, 60, 75, 90 etc.

When I run the Split/Skill Call Profile Daily Report, it should show the % of calls that were answered within the first 30 seconds and the total number of calls that were answered within each increment.

The formula is 100*(Acceptable/InCalls)for the % within Service Level on this report. However, I can't seem to get the same totals when I use this formula.

What am I doing wrong?

Thanks everyone!

 

[marcell55]

Where are you getting the number of InCalls from. It isn't just ACD Calls plus Abandoned calls. It also includes any Flow Outs, busy calls, or disconnected calls. Unfortunately, you can't see those numbers on the Call profile report.

 

[nohuhu]

FicBen,

i'd like to add that 'expected call handling' is time in seconds and is used as a seed value for a skill when system first attempts to calculate ewt for a call in this skill's queue.

 

[RGarcia87]

Don't compare your Svc Levels in BCMS and CMS, they don't usually match.

 

[FicBen]

I was missing calls that were flowing out to voicemail. Now everything calculates properly, and the (Math Degree) Manager is satisfied that he can manually calculate the totals to match the report.

Thanks everyone!