Service Level Configuration & Reporting

[James]

Anyone know how to configure service level settings?

I want to be able to specify 80% within 20 seconds for one group, and 90% within 20 seconds for another group.

Any ideas?

[James]

It's okay, I think I have found the answer....

[James]

One question though, what is the default time range if you do not have any time ranges defined?

[Xiang]

I do not have manual in front of me, but I recall seeing 300 seconds somewhere. Can someone please confirm it?

[James]

I was guessing at something like 30 seconds..

[Kent]

I am sorry, I am a bit new to all of it.Where do you specify this time range? In a strategy?

Sorry for asking something I should already know!

[James]

The service level is calculated by taking the number of calls answered in a time range and dividing it by the total calls answered plus the total calls abandoned minus the calls abandoned within a 2nd time range....

(calls answered in[Time Range])
100x -------------------------------
total answered + total abandoned abandoned in[Time Range 1]

Put some figures in it to make some sense...

Therefore if...

Required Service Level Report=20 seconds...
Total calls=400
Answered within SL=200
Answered over 20secs=100
Abandoned in less than 10 secs=50
Abandoned in greater than 10 secs=50

The calculation is as follows

100x(200/((300+100)50))

=57.14

The configuration of the time ranges is done in the Stat Server. You need a section called 'TimeRanges'. In this section you can name the time ranges, and define their range, such as..

Name Value
Range020 020
Range030 030

(You need to restart Stat Server for these to become active.)

Then, in CC Pulse (5.20) you can set the properties of the ServiceFactor statistic to these ranges. I have created a view that gives the Service Level for 010, 020,030, 040, 050, 060. The management seem to like this view.

My only question is, what does CCPulse use as the default value if you do not have any time ranges configured in stat server?

[MBoertien]

You said you need to make a new section 'TimeRanges', so i assume this is something different from the 'TimeProfiles' section.....

[MBoertien]

Ignore the last question, already found it in the documentation.....but i do have another question, is it possible to use this in the historical reporting (it isn't there in Dart, but can you do it CC Analyzer?)?

[Xiang]

I know that ccon does not have anything like that. We are using IR to write directly into a database the current service level. The formula is very similar to what Mr. Boerthen wrote. The only difference is that it is a sliding service level, meaning that total number calls until the current call is answered.
In order to calculate the real service level, we look at GCDR for each call and calculate the service level using information there.


Xiang

[Bastiaan28]

Dear professionals,

I Have a question about short abandoned in the SL calculation in CC-Pulse.

What is true or right?
James said (replay 6) short abandoned = Abandoned in less than 10 secs = 50 but service time range is 20 sec
Why this is not 20 sec? according to my formula is the short ab. Untill the AWT.

Formula SL

Number of calls answered before AWT (SL calls in CC-pulse)
SL = --------------------------------------------------------------------------------------------
Number of calls answered + Number of calls abandoned after AWT × 100%

Number of calls abandoned after AWT = total Abandon - short abandon

Thanks for the answers!

With kind regards,

Bastiaan Venderbosch

[Kevin S]

I think it depends on your call center's definition of what constitutes a short abandon.

In our environment, we used to do Answered in Threshold = 30 s, Short Abandon = 10 s. Then we had the thought: "If we're saying we'll answer it in 30 seconds and they don't wait the 30 seconds to give us the chance, then shouldn't 30 seconds be the threshold for Short Abds? " After discussion and clearing it with management, we changed out Short Abandon threshold to match our Answered threshold (of 30 seconds).

Using the logic above, then the answer would be that the short abandon should be 20 seconds instead of 10 in the example above.

=====
Referring back to your formula, you reference AWT. I'm not sure what that is to be (unless it's Average Wait Time). I jsut want to make sure that you are using a static threshold instead of a variable threshold (which I don't even know if StatServer could support).