Skillset Service Level on reports

[glarkin]

On the stock reports in Symposium 4.2 and Web Client 4.0 the skillset performance report doesn't have a service level calculation. Why is that? I can find a service level calculation on the application performance report, and the skillset realtime displays shows the service level, but my management wants to see a skillset service level calculation on the skillset performance report. Is there a reason Nortel doesn't have this in their standard reports?
Here's the formula for application service level:

% Service Level [{(CallsAnswered + CallsAbandoned) – (CallsAnsweredAftThreshold + CallsAbandonedAftThreshold)} /
(CallsAnswered + CallsAbandoned)] x 100

Couldn't you write your own report in Crystal but subsitute CallsAbandoned and CallsAbandonedAftThreshold with SkillsetAbandoned and SkillsetAbandonedAftThreshold? Any insight would be greatly appreciated. Thanks!

Greg

 

[cgilmer]

Your best bet if you are worried about reports is to SQL Query to the Symposium Database. Nortel reports were never realy overly useful out of the box. I certainly miss the days of Meridian MAX and being able to design your own formulas even though it was a backwards method.

You can get the Historical Reporting and Data Dictionary 297-2183-803-SCCS_50_M1 from either your Vendor or from the Nortel site if you have a registered Login there.

This breaks down the database structure and tells you where to get the information you want. Most IS/IT folks are more familiar with using DBA's to build queuries than finding someone who wants to play with Crystal Reports. You can set up a regular desktop user in the Symposium Admin Program and use that login and password, to access the database, as long as you give it access to all of the reports as an Access Class.

Furthermore, once you decide what you want you can extract all your data to an external database for long term storage. This lets you configure Symposium for more short-term needs like Interval, Agent Login/Logout, Daily, ect ect. At this point everything kinda rolls into a regular IT mold for database housing, maintenance, backups, ect.

Depending on who you are providing reports to you can give them something like Microsoft Access and use Forms and Reports through an ODBC connection to pull data with a tool folks are more accustomed to, or use whatever you normally use to run reports off your existing non-Telephony databases.