Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: lcastillo on October 06, 2008, 09:55:30 PM

Title: Strategi 80/20
Post by: lcastillo on October 06, 2008, 09:55:30 PM

Hi, I need implement a strategi 80/20 where the 80% of the calls will be answer in the firsrt 20 seconds, but I don't know how implement that and how I can see the statistica,

Right now we are use the servicefactor1 as a measurement.

Thanks.

Title: Re: Strategi 80/20
Post by: Dionysis on October 06, 2008, 11:05:52 PM

Service Level routing using URS is probably the easiest way to achieve this.  It will route to skill groups and proactively expand them depending on the expected service level for each call.

If all you want is to monitor the service level then Service Factor 1 is the correct statistic to use, depending on your calculation for service level (eg. if you are counting calls abandoned before threshold or not).

Title: Re: Strategi 80/20
Post by: lcastillo on October 07, 2008, 09:45:51 PM

Thx Dionysis,

currently we use ServiceFactor1 as metric, If I change the selection object in the strategie by the server level object, I will use the same metric?

Title: Re: Strategi 80/20
Post by: Dionysis on October 08, 2008, 10:15:59 AM

Service Level Routing does not use ServiceFactor1, to be honest I'm not sure which statistic it uses.

In the service level section of a routing rule it purely says "Service Factor", but doesn't give you the ability to select a statistic for the service level calculation, only for agent selection.

It is possible to customize both the ServiceFactor, and ServiceFactor1 statistics so that they are both the same however.  This would change the way your stat server calculated the service factor for router, and therefore mean you would use ServiceFactor1 for your SL routing rule.

note: doing this would only theoretically affect your service level routing rules, I've never actually tried this.  ;)