Different SERVICEFACTOR on DATAMART (CCA ETL)

[cavagnaro]

Hi guys,
I'm having a brain attack here with SF...
I have a customer that is asking to create different SF according to new business needs. I said, ok, no prob...at least I thought
So I went to DMA, created my new time ranges, everything happy, created a New layout with the SFs needed with these new Time Ranges, and foul #1, ETL stopped working...so WTF?...On Genesys support site found this:
http://solutionsearch.genesyslab.com/selfservice/microsites/search.do?cmd=displayKC&docType=kc&externalId=26278&sliceId=2&docTypeID=DT_SOLUTION_1_1&dialogID=19428283&stateId=0%200%2019424888
Basically saying tha ETL doesn't support SF templates, so why in the hell they allow to create it in first place?

Then raised second question: "Wait, but from where in the heck does CCPulse show me the historical SF then?"
Went to CCPulse and yes! There is a HISTORICAL STAT named SERVICE FACTOR, I was not crazy. So went to DMA and searched for this:
No, it is not there...

Lets go dipper:
DB:
Tables: Negative
Views: After searching a lot found it! Yeah! In view! And when look at its design it is a formula...(??)

So now, from where does this view and formula where built from? I just had standard reports imported...

I guess only explanation is that ETL by some reason builds this special view, so how can I instruct it to build new ones with different time ranges??? I don't want to build manually this views or custom formulas...it is a pain in the ass to create each stat for each time range

Thanks!

[fnunezsa]

Your right, Cav, those views/formulas are created "out of the blue" when you import OOB templates.

SF formula is something like "Service_Factor = Answered in threshold / (Answered + Abandoned - Short Abandoned)", so I've done in the past is create a bunch of time ranges and answered-in-time-range and abandoned-in-time-range and collect them all in one single DMA template, so customer can then create as many Service Factor reports as they want provided the time range to use is available in that DMA template.

Does it make sense?

[cavagnaro]

Yes, I know that but just wondering how to tell ETL to create also another SERVICEFACTOR metric based on different TimeRanges


Regards

[fnunezsa]

AFAIK there's no way to "tell" ETL to create another set of view/formula for different SF