BCMS Vu formula for service level & summary 1

[robsuttonjr]

I am trying to find out what formula is used to generate the Service Levels by VDN and the summary of service levels.
I am pulling data from the history.mdb and cannot see where they are pulling the info. I am using the vdnh table and don't see any values that can add up to the service levels. Anybody know?

 

[robsuttonjr]

I figured it out with a little help from Avaya. I was told it is the calls acceptable divided by total calls. I then figured out how to get what I need from the vdnh which does not show the acceptable calls directly:

Calls acceptable= (service level percentage * .01)* (acdcalls+abandoned calls)

Divide the calls acceptable by acdcalls + abandoned calls

Complete formula to create summary by vdn
ROUND(SUM(((_service_level_*.01)*_AcdAbn_))/SUM(_AcdAbn_)*100,0)