BCMS Reports.

[oclaudiox]

Hi friends !!!
I have a strage situation as fallow:

VDN 3088
CALLS WAIT........: 0
OLDESTCALL........: 0
ACD CALLS.........: 2
AVG SPEED ANS.....: 0:04
ABAND CALLS.......: 0
AVG ABAND TIME....: 0:00
AVG TALK/HOLD.....: 0:01
% IN SERV LEVL....: 100

VDN 3098
CALLS WAIT........: 1
OLDESTCALL........: 0:01
ACD CALLS.........: 11
AVG SPEED ANS.....: 0:03
ABAND CALLS.......: 0
AVG ABAND TIME....: 0:00
AVG TALK/HOLD.....: 2:54
% IN SERV LEVL....: 100

Skill 6
Staffed........: 20
Avail..........: 6
ACD CALLS......: 13
ACW............: 0
AUX............: 1
Extn Calls.....: 1
Other..........: 0
% IN SERV LEVL.: 80

Does anybody knows why "% IN SERV LEVL" of skill is 80% ?
Im using "mon bcms vdn/skill" command.

Thanks a lot !!!

Claudio.

 

[mikeydidit]

http://support.avaya.com/edoc/docs/defg3r/g3rbcms4.pdf

Starting on page 27, the above link will show you the formula used for determining the % in service levels. The values are changeable.

"You don't stop playing because you get old. You get old because you stopped playing."

For the best response to a question, read FAQ222-2244.

 

[oclaudiox]

Ok. I know that the values may be chenged. But this dont explain the diference between VDNs data (100%) and Skill (80%) without queue.

Its very strange. But your help was good. Thanks !

Claudio.

 

[marcell55]

The service levels on the VDNs are likely to be different than the service level on the skill.

"display vdn xxxx" and check that service level time (in seconds)

"display hunt 6" and go to the 2nd page to see that service level (it might say "80% in 20 seconds" but you only use the seconds portion.)

 

[oclaudiox]

Just this is strange situation !
Both are 15.

Take a look:
VDN 3088
Acceptable Service Level (sec): 15

VDN 3098
Acceptable Service Level (sec): 15

Skill 6 (disp hunt 6)
Acceptable Service Level (sec): 15

Does anybody understand/explain this case ?

Claudio.