Split/Skill Call Profile Monthly Stats incorrect.

[zstic78]

Hi All, I have been working with Avaya equipment for about a year now. I have seen and had many questions answered here, and I am hoping someone can shed some light on this one. I have 1 split Call Profile Monthly is not correctly calculating the stats. Here is the Data from CMS.

Month Starting: 5/1/2007 Service Intervals Changed:n
Split/Skill:Life Clerks Acceptable Service Changed:n
% Within Service Level: 50.09
Seconds 0-5-10-15-20-25-30-35-40-45->
ACD Calls:634 355 56 14 8 11 7 3 3 10
Aban Calls: 3 2 1 0 0 0 1 1 0 1
ACD Calls:1101 Aban Calls: 9 Total Calls Offered 1110
Avg Speed Ans: 7.25 Avg Aban Time: 17.56
% Ans Calls: 52.08% %Aban Calls: 0.43

When I do the math the % ans Calls is 99.19, the service level is 96.19. Here is the kicker, this only affects 2 groups. The 20 other groups are correct. Any suggestions as to what to check? the service levels on all splits are ste to 20 on the VDN, but these 2 are set to 20, and All are set at 20 in the Split/Skill call profile in CMS. Thanks in advance for any help
Steve

 

[wil19148]

What are the vectors for these 2 skills set up like? Are there any opportunities to leave the queue without being answered or abandoned, such as a RONA or an opt-out to a voice mail box? Or do they queue to a backup skill and are being answered there? These would negatively impact your service level and % answered calculations

 

[zstic78]

Thank you for your help. Here is one of the Vectors.

Vector 62 Details
Number: 62 Name: Life Clerks
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? n BSR? n Holidays? y

01 goto step 9 if staffed-agents in split 7 < 1
02 goto step 12 if staffed-agents in split 75 > 0
03 wait-time 2 secs hearing music
04 queue-to split 7 pri h
05 wait-time 12 secs hearing ringback
06 announcement 6607
07 wait-time 120 secs hearing music
08 goto step 6 if unconditionally
09 disconnect after announcement 6615
10
11
12 disconnect after announcement 6608

Both Vectors are set up the same way except one queues to 7 the other queues to 8.

Why would the %calls ans. be so off even though the correct number of calls offered is there?