Symposium calculations

[njphones]

It has come to our attention, that the calculation in symposium are based on 35.10 instead of the 30sec. Is there a way to change the value to 30??? For example - avg after threshold should be based on 30 sec now 35.10.

 

[aperez54]

Are you talking about the service level threshold? If so, you are able to change that to any value.

 

[njphones]

Where do I go to change that? Thanks for your help.

 

[Milesprower]

In the application and skillset thresold classes, you can set the service level and short call thresholds. You can only set them to positive integer values, not fractions.

I'm not sure where you are getting 35.1 seconds, but it is useful to know that timing on SCCS/CCMS is not always to the second.

 

[njphones]

Most are allready set to 20, one is set to 30 (agent-call present).

 

[sandyml]

njphones, can you tell us which calculation you are referring to? You can set thresholds on both application and skillset, for example, and both can be different. And as you mentioned, agent call presentation is one of the others. Please tell us which reports you are pulling or methods you are using (in detail), so we can respond in a helpful way.

 

[njphones]

In agent template the call present is set to 20.
In the skilset template calls waiting and short calls are set to 10.
All service level thresholda are set to 20 in every other catagory.

 

[aperez54]

So are you then wanting to change your service level threshold to 30 seconds? Where are you seeing the 35.10? Are you pulling a standard (canned) report, maybe the application performance stat report and it's showing you a service level of 35.10% ? More details would help us help you, as sandyml has said