Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Chloe on January 01, 1970, 12:00:00 AM

Title: Service Factor
Post by: Chloe on January 01, 1970, 12:00:00 AM

Hi,

I couldn't get the Service Factor statistics showing at the wfm adherence screen. Does anyone know how to set up the parameters in the Data Configurator?

LSY

Title: Service Factor
Post by: Nick on January 01, 1970, 12:00:00 AM

Hi there,

Have you had any responses to your question reagrding Service Factor? We have a particularly sticky problem with trying to determine the Service Factor in WFM, using an Alcatel switch. As the switch doesn't support Route Points, we have had to configure virtual queues and try to ascertain the SF from there. Trouble is, if a call is not handled by the routing strategy and sent to a 'handoff' queue, we can't separate the number of calls which have been handled by Genesys and those that haven't. This leads to the statistics being 'skewed' because the calls that go to the handoff queue get counted twice (once at the virtual queue & once at the handoff).

What particular problems are you experiencing?