BCMS Summary Line

[tricie10]

I have some examples of BCMS Vu SPlit/Skill Interval Reports for a time frame of 6:00 am to 20:00 pm. The problem is that the Summary line at the bottom of the report shows a 50 under % in Serv Levl. The reason this is a problem is that within this timeframe there was only one ACD answered and it was answered at 100%.

Why wouldn't the summary show 100% instead of 50%?

 

[GuzaPasha]

Could you send us the report you have made.

GuzaPasha

 

[tricie10]

Sure, where should I fax my examples?

 

[sjforcum]

Dump them to a text file and then copy and paste to the forum.

 

[tricie10]

Love too, but they are in hard copy.

 

[elvislives]

What is the expected call handling time set at? If the call wasnt handled within that time it will affect the service level %.

Elvia
PSC

 

[tricie10]

It is set to 30%, but since there was only one call and it was answered in that interval at 100% why wouldn't the summary for that interval be 100%. It is showing 50%.