WFM & Alcatel & Service Factor Stats

[Nick]

Can anyone assist with a Service Factor statistic calculation problem for WFM adherence, using an Alcatel switch, with IR?

The call flow (inbound only no multimedia) uses a main 'pilot' to receive all inbound calls, which are then distributed to a routing point. Genesys IR then looks for suitable Agents and routes accordingly, or the call is passed back to Alcatel to a 'handoff' pilot, whereupon the call is routed to any available Agent.

The problem occurs when trying to calculate the Service Factor, due to calls being doublecounted at the handoff pilot (they have already been counted at the virtual queue which is configured on the route point). This throws out the SF calculation because Data Aggregator is effectively seeing the handoff calls twice.

Has anyone else used WFM against an Alcatel 4400? How did you configure Data Aggregator?

[RBD]

I'm no expert on 6.1, but I've been using 5.1 for a while and am in the painful process of upgrading. From what I can see, 6.1 DA looks a lot like 5.1, meaning that you can use filters against each Activity. Assign one Virtual Queue to both Activities and specify a filter to distinguish which calls get pegged to the appropriate Activity.
This will require alterations to your routing strategies, as well as the creation of filters in your statserver.
Good luck

[Nick]

RBD

Thanks for your reply....

Unfortunately, the problem goes a little deeper (of course!). There are currently eight listed activities handled by the contact centre. One of these is handled by one routing point, but the other seven all go through the other route point. OK so we can segregate the activities by creating virtual queues in the routing strategy for each call, determined by the main incoming pilot (each call enters the switch on a dedicated pilot, according to activity), but the plot thickens...

In order to measure the service factor, the second statistic that you must configure has to deal with a call leaving, not entering a 'touch point.' As the Alcatel doesn't report properly on the TotalNumberCallsDistributed stat, you need another measure to establish the service factor, but you can't use CallsAnswered because Data Aggregator doesn't support it on queues or route points. So, the question is, what stat can we use that will allow us to differentiate between calls that have been routed by Genesys and those which have been handled by Alcatel (at the handoff pilot) and how do we get Data Aggregator to accept it as a valid statistic? I tried bypassing DA Config altogether and creating new statistics directly in the era_daconfig table in the wfm database. Data Aggregator simply rejected the stat at startup as being invalid... the search continues...!
(we are using 5.1 here, by the way)

[Vic]

Nick,

how close is your estimated SF compared to actual?

[Nick]

Hi Vic,

It's way off...

For instance, if 20 calls hit the route point and 15 are answered by Genesys (thereby falling within the 20 second service factor) and 5 are passed to the handoff pilot and not answered within the time range, then the service factor should be 75% (5 out of 20). However, because the calls that are being passed to the handoff have already been counted at the route point, then Data Aggregator is showing a SF of 80% (5 out of 25). The discrepancy gets worse, the more calls that go through to the handoff.

We are now experimenting with 'frigging' the TotalNumberCallsDistributed statistic by using 'CallsAnswered' as the main mask, to get by the constraints of Data Aggregator. This way, we are able to count the calls leaving the object, not arriving, as with TotalNumberCallsEntered.

I'll let you know the results...