simultaneous service thresholds

[eastcoast10]

I am familiar with Symposium I am much less familiar with reporting. Our reports were setup by the vendor before I joined the organization. The manager’s in the call centre generate their reports as required and I haven’t needed to involve myself with that process.

Unfortunately I haven’t been able to find any documentation that addresses this specific point - The question relates to service levels.

My understanding of the process is:
All calls routing into the call centre are handled by Symposium and its Master Script
Master Script application uses threshold class Call_Center_App which has its service level threshold set to 60 seconds. So calls that take longer than sixty seconds to be answered are considered CallsAnsweredAftThreshold, a key parameter in our service level calculations.

A question came up as to whether we can have two threshold levels: - of 60 seconds and 20 seconds.

My assumption is the threshold setting in the Call_Center_App threshold class acts like a filter.
1st case: I am hoping the following happens:
1) Symposium collects the raw data
2) The raw data goes into a database
3) You select to run an historical report
4) Call_Center_App filters the raw data
5) The generated reported shows a service levels based on a threshold setting of 60 seconds.

2nd case: The other possibility is
a) Symposium collects the raw data
b) Call_Center_Apps filters the raw data
c) The database contains data processed against our standard 60 second threshold
d) Run historical report
e) The service level in the report is against a 60 second threshold

I fiddled around with some of the settings when the call center was closed and all the reports were the same. Given my unfamiliarity with the underlying processes at the time I may have fiddled to no affect but all the historical reports I produced all looked the same.

I am afraid that Symposium process the data as in case 2 and you can’t simply change the service level threshold value in your Call_Center_App threshold class menu to produce reports with two different service levels.

Can anyone confirm what exactly goes on?

My thought was for one week run a threshold value of 20 seconds, for another week 60 seconds, back and forth like that. That is one way to at least capture some data for both service thresholds. Has anyone got any ideas as to how to run 20 second and 60 second thresholds simultaneously?

 

[hached]

I'm a bit confused as to why you would want two service levels...There's no way you can do this using Threshold that you assign to Applications, you would have to connect to the Database via ODBC, extract the data and then create a custom reports through Crystal reports or some other tool. If you have Report Creation Wizard with your CCMA you may be able to do it that way as well...

Sorry, this is not an easy one to answer.