Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: S2H on December 18, 2014, 01:45:20 PM

Title: service factor
Post by: S2H on December 18, 2014, 01:45:20 PM

hi,

I am calculating the ServiceFactor using this formula,

(nAnswTh1 * 100) /
(nAnsw + nAband - nAbandTh2)

I have set,
Answered in threshold=(0-10)
Abandoned in threshold=(0-5)


No of answered calls within 10 seconds=1
No of abandoned calls within 5 to 10 seconds = 1


But the service factor shows 100

it should be, 1
            -----*100=50
      1+1

If i abandon the call within 5 to 10 seconds, it is not taken into consideration, but if i abandon the call after 10 seconds it is taken into consideration. please help me regarding this issue.

Thanks,

Title: Re: service factor
Post by: Kubig on December 18, 2014, 01:49:38 PM

Check each stats, used within formula, separately - if the values are correct.

Title: Re: service factor
Post by: S2H on December 18, 2014, 02:00:10 PM

I have used each stat and checked , it is working. I have used custom formula, it's also working. But service factor stat is not getting the correct answer.

Title: Re: service factor
Post by: Kubig on December 18, 2014, 02:06:25 PM

ServiceFactor works correctly and es expected. I have tested it yet in my lab and it returns values equals to real values. check your formula and treshhold to be sure and may be the RN for StatServer or any related component.

Title: Re: service factor
Post by: cavagnaro on December 18, 2014, 02:12:49 PM

Orrrr might be a SS bug, lately 8.1 version has been very buggy

Title: Re: service factor
Post by: S2H on December 18, 2014, 02:20:09 PM

I have tested this now,

I have set,
Answered in threshold=(0-10)
Abandoned in threshold=(0-5)


I have answered  a call within  10 seconds = 1
I have abandoned a call within 5 to 10 second = 1

But the service factor shows 100

it should be, 1
            -----*100=50
      1+1

Title: Re: service factor
Post by: Kubig on December 18, 2014, 02:49:26 PM

You mentioned threshold 0-5, but number of calls are in threshold 5-10 - are you sure if it is correct?

Title: Re: service factor
Post by: S2H on December 18, 2014, 02:57:55 PM

yes

Title: Re: service factor
Post by: cavagnaro on December 18, 2014, 03:00:48 PM

CCPulse?
If so, show the metric definition pls

And obviously avoid all mention to bugs and versions...you know hammering the same diamond will break some day

Title: Re: service factor
Post by: S2H on December 18, 2014, 03:04:36 PM

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

i have used growing default time profile.

i have used two time ranges,
timerange=Answered in threshold=(0-10)
timerange1=Abandoned in threshold=(0-5)

Title: Re: service factor
Post by: cavagnaro on December 18, 2014, 03:17:55 PM

On CCPulse, not the one from StatServer

Title: Re: service factor
Post by: S2H on December 18, 2014, 03:41:29 PM

i have used,
Time Profile - Growing Default .

Timerange=Answered in threshold=(0-10)
Timerange1=Abandoned in threshold=(0-5)

Notification mode- Time Based

Category-ServiceFactor1

MainMask-CallAnswered, CallAbandoned, CallAbandonedFromRinging

Subject - DNAction


And statserver installed in unix environment

Title: Re: service factor
Post by: cavagnaro on December 18, 2014, 03:45:39 PM

Screenshot....please