Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: julkrom on August 28, 2009, 06:40:17 PM

Title: CCPulse 7.5 - Statistics
Post by: julkrom on August 28, 2009, 06:40:17 PM

Hi all

We have a problem, we need to change the original formula to calculate the Service Level (ServiceFactor1) and the % of Abandoned calls, so, can you help me with a document or something else? this is because, the customer wants to mach this statistics with the Brio's reports, another question about this; how Brio is calculating the ServiceLevel and the Abandoned Calls %; if someone can help, I'll apreciate very much; thanks

Regards!!!

Title: Re: CCPulse 7.5 - Statistics
Post by: cavagnaro on August 28, 2009, 08:14:18 PM

Formula is:

Answered In Threshold*100/Answered+Abandon-Short Abandoned

Where short abandon are those that Abandon the queue before a threshold, for example 5 seconds., because the customer didn't gave enought time to you as Call Center to have a chance to attend his call.

Title: Re: CCPulse 7.5 - Statistics
Post by: julkrom on August 28, 2009, 08:36:03 PM

Thanks for your answer Cavagnaro

This formila is from BRIO?, because I know the formulas from the StatServer for 6.5 and 7.5(are the same), but the problem is, I need to change that formula, where I can do this? in DMA, in CCPulse inself or its another way, can you shre with me what Genesys's Document say something about this formulas and how to customize it??

Regards!!!

Title: Re: CCPulse 7.5 - Statistics
Post by: cavagnaro on August 28, 2009, 09:25:29 PM

No you can't change the formula, it is the stat service factor as defined. What you can do is create a new "formula" on what you need.
That stat is for the StatServer, no difference between CCpulse or Brio, just how you define the threshold maybe, I recommend to read the StatServer user guide.