Two questions here...if I change the Application Service Level Threshold from 20 to 30 will this change my historical reporting or only use the 30 going forward? Also, if I had the service level at 20 and the service level threshold for all of the referenced skillsets within that application set to 30 what impact does that have on my reporting?
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Symposium Application Thresholds 2
- Thread starter ecarley
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Milesprower
Programmer
I believe the change will only effect the data going forward.
As you are changing the Application Service Level Threshold, you will only affect the service level value on the application reports.
Skillset service level is not included in Nortel's standard skillset templates. If you change the Skillset Service Level, you will notice the change on the skillset real time display only.
Keep in mind that even though the application reports will look better, you have not improved the service your call center is providing.
As you are changing the Application Service Level Threshold, you will only affect the service level value on the application reports.
Skillset service level is not included in Nortel's standard skillset templates. If you change the Skillset Service Level, you will notice the change on the skillset real time display only.
Keep in mind that even though the application reports will look better, you have not improved the service your call center is providing.
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1
- #3
DancingDave
Technical User
Milesprower is right. Service Level is a pegging stat i.e if you miss the SL, it marks it down in the DB with a black mark, if it doesn't exceed the SL, you get a tick.
Changing the threshold will not change this retrospectively.
If you want to try to marry up the skillset and application service levels, you need to understand the timings.
Application 'timer' starts the second the call leaves the Master script, whereas the skillset 'timer' starts the second you 'QUEUE TO SKILLSET'.
Depending upon how you build your scripts, or how busy your call centre is, there may be a few seconds between these two timers e.g. your primary app may have an message that all customers must listen to.
We had an area with a similar requirement and we set the skillset threshold (which they monitored vis web client displays on plasma screens) at e.g 20 seconds, but the application threshold at 23 seconds.
This was because when they were both set the same, their RT displays would suggest they were meeting service levels, but the next day their historical stats showed they weren't.
DD
Changing the threshold will not change this retrospectively.
If you want to try to marry up the skillset and application service levels, you need to understand the timings.
Application 'timer' starts the second the call leaves the Master script, whereas the skillset 'timer' starts the second you 'QUEUE TO SKILLSET'.
Depending upon how you build your scripts, or how busy your call centre is, there may be a few seconds between these two timers e.g. your primary app may have an message that all customers must listen to.
We had an area with a similar requirement and we set the skillset threshold (which they monitored vis web client displays on plasma screens) at e.g 20 seconds, but the application threshold at 23 seconds.
This was because when they were both set the same, their RT displays would suggest they were meeting service levels, but the next day their historical stats showed they weren't.
DD
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