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Good Afternoon, For a while now, I've been trying to capture a weighted Service Level within CSM R.12. I've adjusted the Call Profiles to my need and am now looking to capture a CSL which discounts abandoned calls <20 seconds. Would someone be able to review my formula and let me know why it...

Hello, I am working with CMS R12 and am wondering how to create a Service Level formula (across all skills) which will discount abandoned calls 20 seconds or less. I am able to remove calls <20 seconds but am having difficulty creating a calculation to support this objective. Would someone be...

A while back our organization upgraded from BCMS to CMS. While trying to reconcile some historical daily to monthly numbers on a CMS report, I noticed a discrepancy of 50K calls. The transition occured mid-month and although the monthly data appears the daily data prior to the transition does...

Hello, For a little while now, I've been attempting to capture Service Level (SL) by removing abandon calls under 20 secs. Currently, I need to export the data into Excel and remove calls meeting the ABA time criteria; though I'm thinking there must be an easier way (i.e. via CMS). Would...

I've created quite a few integrated reports in CMS (R.12) and am looking to add a summary line akin to historical reports. I've researched this in my books and resources and have been unable to identify if this is possible or not. Would anyone happen to know if this is possible? Thank you, -cmac