Flow In Flow Out Service Level

[bistro7]

I am having a problem with the service level being reported in my split/skil bcms vu report. The calc in help states: acceptable/offered * (100) and says offered = ACD + Flow Out + Aband. I am O.K. with that, but does anyone know where I account for the Flow In Calls? I have 47 Flow Out and 47 Flow In.

 

[NewbieCarol]

I believe when we looked into that in our CMS, a flow out can be when a call is sent to a csr in an acd group, they don't answer, and it bounces to the next person. That can be ONE flow out everytime it bounces, and then a flow-in when it hits that next phone. Hope this makes sense. So when it bounces FROM a phone, it is a FLOW-OUT, when it bounces TO another phone, it's a FLOW-IN until it's answered.

 

[avayafreakje]

flow in is when a call is routed to another vector based on some criteria. A criteria could be i.e. available agents.
(goto vector x if available agents in skill x x x. For the originating vector is this a flow out and for the destination vector is this a flow in.

 

[bistro7]

Thanks to both for providing the information. It helps alot! My next problem is where to track then "FLOW IN" calls. Do you know if the flow in calls answered in the ACD?

 

[smurfyIAG]

This is exactly why I don't use the Std CMS S/Level calc.
Any queue that has non auto-answer agents where an agent can RONA back to the queue results in inflated CALLSOFFERED figure (multiple counting of the same call). Same goes for any queue that can overflow to other queues within the vector programming.
I have a custom calculation in my dictionary which is purely ACD + ABN and use that for all my S/Level calcs.

INFLOWCALLS is available in the same database tables as any other Split/Skill field.


Sean Murphy
Call Centre Analyst
IAG New Zealand

 

[bistro7]

Sean thannks for the reply. It looks like I will have to use my SL calc also.