Checking Service Level in routing

[guest]

Hi,

On IRD (7.6) we've created a custom statistic (below), and do a simple SData lookup in Routing against a DN Group (group of virtual queue's) and return the service level. It's not service-level routing as such, just a quick look-up to see how a certain department (the group of queue's) is performing. The reason for doing this within routing is that we may wish to do something drastic i.e. change a target group if a service level is very poor. (real-time pulse and historical service levels are fine, this is purely for decisions in real-time routing)


Category:ServiceFactor1
Queue/Routing point statistic
Subject:DNAction
Interval:Growing Window
Time range
Left:0
Right:30
Active Mask: CallAnswered, CallAbandoned, CallAbandonedFromRinging


It works fine, the problem is the time period. CC_Pulse will begin accumulating a running (growing) service level for the day starting 7am, finishing 12pm using pre-defined TimeProfiles on the template view so everything starts a fresh from zero at 7am every day and resets again at midnight. The problem is, let's say it is 10pm in the evening, CC_Pulse may say a certain department is achieving a 65% service level based on the full days performance. If you ran a call through a strategy which was doing a lookup on the above IRD statistic, it won't return 65% as the time period URS will be taking into account to do it's calculation won't be started from 7am that morning. Growing Interval seems to be 'growing' for ever (or last re-start), Last Seconds is obviously a sliding window and I've contemplated using a sliding window of 25200 (7 hours) so at least at 7am the new days service level will be zero to begin with as no activity during the night since midnight the night before, however once we get past 2pm in the afternoon, the seven hour sliding window will start to return a different value to what our operation are seeing on CC_Pulse (as their view will have been calculating from 7am that day, our sliding period will begin to - well - slide!).

Has anyone done anything similar? Don;t want to explore the different target options for service level / percentages - I just want to be able to match URS to what CC_Pulse is seeing.

Ta !
G

[KBS]

Hmmm...
I'm doing something almost identical , but the reason is to update the priority for a specific call if the SL for the target VQ is lower than the Group of Queue's SL.

I'm doing the same thing with the growing window, but mine IS resetting at midnight.

One thing, to double check (from the Stat Server User's Guide):
[i]If no time profile is specified for a statistic requested by any client, then the statistic is calculated using a Growing interval type, and is always initialized at 00:00 (midnight) unless a time profile named Default in the TimeProfiles section specifies a different initialization time.[/i]

Last thought - the time profile is specified using the 24 hour clock. Just to make sure, there isn't a reference in your time profile configuration to reset the statistics at 12:00 instead of 0:00, is there? If so , the statistics are resetting at noon instead of midnight.

[tony]

Perhaps you could check the Options>default settings in your URS... I haven't looked this up fully, but here are a couple you might want to look up in the URS Admn Guide:

close_statistic_time
close_unused_statistic

HTH?

Tony

[gest]

fantastic, thanks for the replies I'll check those options and re-test!

[guest]

[quote author=KBS link=topic=4669.msg20863#msg20863 date=1252677083]
Hmmm...
I'm doing something almost identical , but the reason is to update the priority for a specific call if the SL for the target VQ is lower than the Group of Queue's SL.

I'm doing the same thing with the growing window, but mine IS resetting at midnight.

One thing, to double check (from the Stat Server User's Guide):
[i]If no time profile is specified for a statistic requested by any client, then the statistic is calculated using a Growing interval type, and is always initialized at 00:00 (midnight) unless a time profile named Default in the TimeProfiles section specifies a different initialization time.[/i]

Last thought - the time profile is specified using the 24 hour clock. Just to make sure, there isn't a reference in your time profile configuration to reset the statistics at 12:00 instead of 0:00, is there? If so , the statistics are resetting at noon instead of midnight.
[/quote]

KBS - Have you created your SVL statistic just in IRD, or have you replicated it on the  statserver? Any SVL or Expected wait times that I ask in routing we just create in IRD and they work fine, I wonder if this is also required. As for time-profiles, I have only ever specified these when building CC_Pulse views to make the view 'look' like it is resetting correctly for the user.

I'm getting a bit confused if it's actually URS doing the calculation, or statserver...

[tony]

Check to see that your URS is connected to a (Routing?) StatServer - that is how it will maintain the stat that you have created/defined within IRD.  That is also the reason for checking the StatServer options, along with the URS Options....

HTH?

Tony