SWC RTD Service Level

[browndm]

When viewing the RTD for a remote location the service level shown is incorrect. I compare this information with Historical Reports to verify. It appears that in the RTD ans aftr threshold and abandoned after threshold aren't pulling in the correct numbers. Any clue on how to fix this or where I should check?

Thanks
D

 

[Milesprower]

Make sure you are looking at the same data set. SWC real time displays default to 10 minute moving window: They only show what is happening over the last ten minutes.

Reports look at data that accumulates throught the entire interval (15 minutes, 1 hour, day, etc.)

Create a custom Real Time Display in SWC of type Interval-to-Date. Set the real time interval under configuration. It must be divisible into 24 hours ( 15 minutes, 1 hour, 2 hours, 3 hours, 4 hours, 6 hours, 8 hours, 12 hours). Then compare your real time display to the same time interval in a report. It should be very close.

Questioning the data in a report is almost always a waste of time. It is more productive to review your assumptions.

 

[browndm]

Thanks for the reply. The information being compared is the same. Our intervals are set so that the data shown in RTD is interval to date, with our collection being our business day(7to7). There are certain fields that are not populating data in the RTD. For instance: Answered after threshold always shows zero. It never changes.

 

[yyrkroon]

what is your service level threshold set at for the rtd threshold...