cms shifts and service levels

[nohuhu]

now there's a tough one (at least for me). one of our customers wants to switch its call center to 24-hour operation. they care a lot about service level figures and want to divide day and night service levels somehow, so lower nightly figures do not affect daily operations. now, i strongly suspect that this may be done using cms shift settings, the ones you see on cms data storage allocation screen. however, there are only shift start and end times specified, nothing else. i haven't found any way to specify a shift number in a report (even custom ones) and no mention of a shift number in database items.
so the quesion is: what is those shift start/end times in cms settings and how it's working?
Susan, i think this one is for you.

 

[jfh9219]

Paraphrased from the Avaya CMS Open Database Connectivity manual:

Shift information is maintained in table acd_shifts. This is an administrative table.

As you correctly state Database Items do not refer to shift, reports don't reference them. Why do they exist? It may be that they are used in conjunction with the Maximum Number of ACD Agents that will be logged in per shift (which is also maintained in the acd_shifts table) to pre-allocate data space within the collection structure.

I don't see where you are going to be able to have differing Service Levels by shift within CMS proper. Obviously working with either ODBC or ECHI you can pretty much program up anything the user wants.