CCPulse, Total Time and Adherance

[JordanReich]

Hi all,

I do not work in CCPulse anymore then what is required to make the system operate to our needs. As such, I could use some help in the following needs.

1. Already have a spot in the system for displaying TOTAL break time while the individual is in that status. But as soon as they leave this status the counter is reset to '0'. [b]What we want:[/b] Is the ability for that number to count up over the course of the workday. Then be refreshed the next day they report to work. We want to do this for a number of statuses but I assume one code will be similar to another.

2. Would like to be able to create a mathematical representation of adherence. Basically to be able to count up the total not ready time and be able to compute a number against our expected adherence rate. [b]IE:[/b] Total not ready time is 3 hours. You work eight hour shifts. So your rate is computed and shown as: 5/8 working hours or 62.5%. For which I can color code the standard way after I have something that can compute the value.

Any helpful hints or instructions on how to do this would be immensely appreciative.

Thanks!

[Tambo]

1. what you're using is CURRENT TIME in that state statistic not TOTAL either that or someone has made up the stat wrong which would be strange as it is an out of the box stat.
2. in your ccpulse template use FORMULA then add, divide and multiply whatever stats you want to get your output value.Do this by clicking on each and inserting them. You can out a time or a percentage , entirely up to you.

[JordanReich]

Thanks for the quick response! I'm completely unequipped when it comes to this.

However ... I have gotten [b]NUMBER 1[/b] working how I would like it too.

Do you have some examples of how to make [b]NUMBER 2[/b] work correctly? Ultimately what I want to have happen is an adherence clock that starts at 100% than counts down. Based upon an 8 hour day.

So 100% ... Take your total not ready time and subtract it from 8 essentially. So lets say 8 hours - 1 not ready hour = 7 hours.

Then that value and divide it by the total hours of the given work day. So in this case 7/8 or [b]87.5%[/b], displaying that value on the screen.

Appreciate your assistance!!

[nonny]

What if someone works a split shift?  Should you subtract break times from total shift and not ready?  When you start using terms like "adherence" as a measure you really should be considering WFM as a solution in my opinion.

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[JordanReich]

Do not disagree. But its more the consideration of baby steps. In our work system split shifts are not something that is allowed and/or considered, so really its not something that is a concern.

In reality will probably combine various statues to compute the data as certain statues should be immune from it (due to special circumstances).

But the need is really to just understand how something like this should look in a generic formula which should give me the basis I need from which to expand it.

[Dorian-Grim]

[quote author=JordanReich link=topic=10079.msg45693#msg45693 date=1484344636]
Do not disagree. But its more the consideration of baby steps. In our work system split shifts are not something that is allowed and/or considered, so really its not something that is a concern.

In reality will probably combine various statues to compute the data as certain statues should be immune from it (due to special circumstances).

But the need is really to just understand how something like this should look in a generic formula which should give me the basis I need from which to expand it.
[/quote]

So create a new formula, inside write this:

[code]
function timeString(timeVar)
{
timeVar.toString();
return timeVar;
}

if (TotalNotReadyTime > 0)
{
100-timeString(TotalNotReadyTime/28800)*100;
}
else
{
"100%";
}
[/code]

replace TotalNotReadyTime with your statistic. It should already exist in your statserver.
CurrAgentInNotReady for me was custom, but I am not the original developer of the system, so they maybe have deleted the out of the box statistic, I am not sure. You maybe have it already, check it out on your stat server.

You will probably make this during working hours, so it will not make sense because your statistic will be 0 when you first use it. Give it the chance to run from the start of the day, so you have a valid incremental.

I did not test this, but it should work. I also wrote this quickly, so it maybe have some errors.
Patience, rest and persevere, will do the thing...

Good luck to you.