CMS Reporting

[chiefred]

I am trying to figure out how or what we are reporting on service levels. I see the service level on the reader board but do not know how I would figure out whether it is reporting on calls in the last hour--or calls in the last 6 hours.

Any ideas?

Thanks

 

[eholen]

To determine what information is displaying on the reader board, you will need to identify where the information is coming from. Our reader boards, Spectrum UltraLink II, use a custom report in CMS to populate the statistics. We have updated the orginal report that Spectrum/Avaya provided to display the information that each of our sites found important.

If your configuration is similiar, then your reader boards are probably displaying real-time information for the current half-hour interval.

Eric

 

[chiefred]

yes--Eric--using DynaCom to retrieve the info and UltraLinkII to display on the reader boards.

What I am trying to understand is where in CMS is the calculation that determines Service Level---there is some formula that grabs the data and determines the percentage---I just need to know as I have been asked if it reports on the last hour--or the last half-hour or the last 4 hours.

Thanks

 

[doiknowyou]

Chief, couple options here.

Pop open the custom/historical real time report in screen painter. You can grab the calculation here.

If it is a standard report, you can view the field in the Supervisor reports manual... the templates are there.

Concerning the refresh. More then likely, the report is refreshing to the interval (15, 30, 60) whichever is established. I have seen reports capable of doing the running day total, but they have been done in designer... which I have never seen used by the reader boards.

 

[Coineandude]

realtime data is reported only for the current interval (in our shop that is 30 minutes).
if your readerboard report is a realtime (as opposed to integrated or historical) report, check the CMS System Setup --> Storage intervals to find out how frequently your intervals roll up.

As to service level calculations, service level thresholds are set up per VDN/Split/Skill etc.
I'll go out on a limb and guess your readerboard is reporting on split/skills. Go to Callcenter Management -->
Split/Skill Call Profile setup to set/identify your acceptable service level and define time increments.

Keep in mind that changing these values changes the in/out of svc level threshold and if you do it during operating hours or in the middle of a reporting period, you will be reporting on incosistent data. always make changes out of hours if possible, or at least at the end of a day/week/month etc.

hope that helps.

--shane

 

[chiefred]

I have found that my readerboards refresh every 18 seconds

Now I just need to find out whether the service levels are based on totals of the last 18 seconds awith the current 18 seconds

Thanks for the help to all

 

[doiknowyou]

your reader board is probably fed through a custom or standard CMS report. Knowing when the service level updates on that report will answer your question. Standard real time reports will refresh service level every interval. How are your intervals setup... System Setup -> Storage Intervals. 15, 30 or 60 minutes.

 

[chiefred]

Ok--went to system setup and based on a 24 hour reporting period--the intervals are set up for every 30 minutes

Thanks

 

[Coineandude]

so then your readerboard report refreshes every 18 seconds and is calculating calls answered in service level for the current 30 minute period.

 

[chiefred]

My thanks to all for all the helpful information