Service level for email in historic reporting

[Vincent]

Within the call centre there currently is incorrect data reported related to email, which is generated based on virtual queues. They had this problem for CCPulse, which i managed to solve quite easily as they had no timeranges defined, in which case service level is calculated based on 20 seconds.
Emails are within service level when they are handled within 24 hours. So for CCPulse i created the relevant timeranges.

Something similair is probably also the case for historical reporting. I've been going through various historical reporting documentation (as i haven't worked with it before), but have not found a configuration option yet which specifies how the service level is calculated for specific queues. Is this done during the ETL process or is this done with the application which is used to generate the reports (in my case Business Objects)?

[catanirex]

You have to calculate it your self, both in CCP+ when retriveing historical data and in Brio/Crystal or whatever you are using.

Use this formula if you want to compare the historical SL with the on calculated by StatServer as ServiceFactor1:

CallsAnsweredInThreshold1/(CallsAnswered+CallsAbandoned-CallsAbandonedInThreshold2)*100