We are using direct agents instead

[geerg]

We are using direct agents instead of 'normal' agents.
This is a business demand.

Is it possible to measure the servicelevel of a direct agent?
I cannot use a skill report for the direct agent skill else I would have used that.

An agent report will show direct agent items but not direct agent Acceptable calls.

We are using CMS Supervisor 17.

 

[geerg]

By using the noansredir ( putting x rings to decide whether a call was acceptable or not ) I managed to create
a formula which calculates a servicelevel.
100*(SUM(TOTAL_ACDCALLS)-SUM(NOANSREDIR))/(SUM(TOTAL_ACDCALLS)+SUM(ABNCALLS)+SUM(DA_ABNCALLS)+SUM(NOANSREDIR))