How to modify Service factor's formula in CCPulse

[LeiYein]

I would like to know how to :

1. modify the service factor formula in the CCPulse; If it is impossible,
2. How to create a new statistic so that it can be used in CCPulse reporting.

[Vic]

That should be pretty easy. All you have to do is look under ServiceFactor definition in StatServer options. There, it is defined as CallsDistrbuted in TotalNumberInTimeRangePercentage.
For all you care, you can create your own ServiceFactor_TEST that would define it any way you want.

You can add any new Statistics either directly to StatServer's options or use CallCenterPulse to create a combination of the ones you already have in StatServer...

Look over Stat Server and CCP manuals for 5.1.5... They have a ot of examples, or just drop me a line (Though, you should use any of my advice at your own risk!:) )
Vic


Vic