Getting Service Level

[Vic]

Hi,

I want to know:
total number of calls answered in our call center
breakdown percentage of calls answered per service.

In other words, I want to take total number of calls answered in Service A and then divide it by total number of calls answered in our call center.

I thought about using one global VQ for all services followed by ServiceVQ.

I was able to get this by adding the same VQ to all strategies before placing a call into a service elated queue and checking off "Clear Target on all consecutive virtual queues" and then adding both the service queues and this global queue to all VAGs.

For example, we have Service A and Service B
We would then have Service_A strategy which would queue the call to VQ_Global for one second with fake target and then VQ_Service_A>VAG_A and in strategy_b we would have VQ_Global>fake target(1sec)>VQ_Service_B>VAG_A. Then I would just add VQ_Global to both VAG_A and VAG_B and I would get TotalCallAnswered in CCP.

Unfortunately, in 7.1, I cannot do it.

Does anyone have an idea on how to get call answered breakdown per service without too much work?

[ecki]

Hi Vic,

What about to use Group of Queues? Create one and put all VQs in it.

[Vic]

Ecki,

I am a little bit confused. Can you please explain a bit more?

Thanks,
Vic

[tenshi]

Vic, how about creating a 2 DN Group of type ACD queue called
VQ_SERVICE_A & VQ_SERVICE_B.

Then in the DN Group VQ_SERVICE_A add a shortcut to both VQ_SERVICE_A and VQ_GLOBAL. Do the same for the other and then see if you get your desired result in CCPulse.

tenshi

[dbm]

The eassist way is probably to attach a key value pair called something like calltype to each call then create some filters in statserver and use the filters to split your calls out (or no filter for an overall). Filters can be used in Puilse and CCA

[Vic]

Thank you!
This definitely makes a lot of sense. I did some basic testing and it was working just fine.

Now, for the fun part: CCA does not have any Queue Group reports. I started with RGA and generated my own, but damn it is ugly! We are talking about dragging and dropping all the information on our own. And formatting is probably not one of Brio's strong points.

Does anyone have a Queue Group report willing to share?
Thanks,
Vic

[SK]

It's easy to change a Brio Queue report to be a Queue Group report!

In the Queue report Just change the names of the views in the queries in Brio design mode to be the ones for Group of Queues instead. Save the report with a new name.