Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: julkrom on February 04, 2009, 09:13:48 PM

Title: CCPulse Formulas
Post by: julkrom on February 04, 2009, 09:13:48 PM

Hi everyone

I'm newebie in Genesys, and i have a problem, a customer knows the Level of Service and the Percentage of abandoned Calls by CCPulse, but they want to know how the formulas works, where can i find this formulas?

I belive than this ones could be, but i'm not shure, i take it from old mails, i don't know if this work, i make a test, but the value in CCPulse is not the same of what obtain, can someone explain me how this formulas works?:

Value = CallsAnsweredInThreshold1 / (CallsAnswered + CallsAbandoned - CallsAbandonedInThreshold2) * 100

AbandCallsPercentage =  Sum(CallAbandoned) * 100 / (Sum(CallDistributed) + Sum(CallAbandoned))

Thanks a lot ! !

Title: Re: CCPulse Formulas
Post by: Cuore_2003 on February 05, 2009, 10:22:39 AM

Hi julkrom

Do you have StatServer User's guide? Here you can find information about statistics, formulas...

BR!

Title: Re: CCPulse Formulas
Post by: Cuore_2003 on February 05, 2009, 10:43:19 AM

Have a look of this:

1) Stat Server statistical definition of [b]percentage abandoned call[/b]: it’s a category type RelativeNumberPercentage:

[AbandCallsPercentage]
Category=RelativeNumberPercentage
MainMask=CallAbandoned
Objects=Queue,RoutePoint,GroupQueues
RelMask=CallDistributed,CallAbandoned
Subject=DNAction

The category RelativeNumberPercentage means that statistics requested using this statistical type must be calculated as follows:

  Total number of occurrences of the action(s) defined in the MainMask
  _____________________________________________________________ x 100

  Total number of occurrences of the action(s) defined in the Relative Mask

CallAbandoned is the action that occurs when T-Server sends an EventAbandoned.
CallDistributed is the action that occurs when T-Server sends the action EventDiverted or EventRouteUsed.

2) [b]Service Level.[/b] You need a statistic of type ServiceFactor1. This actually works on Queues, RP and Groups of Queues:

[ServiceFactor1]
Category=ServiceFactor1
MainMask=CallAnswered, CallAbandoned, CallAbandonedFromRinging
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction

ServiceFactor1 category  = 100 * nAnsw(timeRange1)/(nAnsw + nAband -nAband(timeRange2))

I hope this help you a bit.
BR!

Title: Re: CCPulse Formulas
Post by: julkrom on February 10, 2009, 04:50:43 PM

Yes this help, but i'm still in trouble, because i can't get the same value of what CCPulse show me and what i done manually using the formulas :( ...i really need to understand how this formulas works, some one have a practice example of how obtain Level Services and Percentage of Abandoned calls in the real world?

:-\
Thanks a lot ! ! !

Title: Re: CCPulse Formulas
Post by: Dale on February 17, 2009, 12:52:55 PM

percentage call answered...

100 * ccpulse.CallCounters.Answered
/ ( ccpulse.CallCounters.Answered +
    ccpulse.CallsReport.Abandoned -
ccpulse.CallCounters.statistic("Abandoned less than 5"))

its basic logic.