Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Jeysee on November 20, 2017, 03:04:03 PM

Title: Service Factor Greater than 100
Post by: Jeysee on November 20, 2017, 03:04:03 PM

Hello guys,

This is my first post on this forum, have to thank you all for your help regarding other posts they were very helpful.

I am currently facing an issue, where some of my VQGs are having a Service Factor greater than 100 ??? ???. (That's the first time I see this).
The service factor in use is the out of the box one (no modification were made, with the exception of the time ranges for Th1 and Th2).

Any idea why would a Service factor show greater than 100? (Callbacks maybe?)

Thank you in advance fro your help.

Title: Re: Service Factor Greater than 100
Post by: cavagnaro on November 20, 2017, 03:26:56 PM

100 is 100% so...your formula must have some problem.
Post it here and the definitions you made

Title: Re: Service Factor Greater than 100
Post by: gen_den on November 21, 2017, 09:22:48 AM

Please create the service factor manually using formula Statistics.