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Changing Service Level Formulas in CCM 6.0

Changing Service Level Formulas in CCM 6.0

Changing Service Level Formulas in CCM 6.0

Sorry for my imperfect English!

I will start out first that the reason I am forced in doing this change is purely political and has nothing to do with reality...that said, upper management wants the Service Level Application that was calculated as: ((Calls_Answered+Calls_Abandoned)-(Calls_Answd_Aft_Threshold+Calls_Abdnd_Aft_Threshold))*100/(Calls_Answered+Calls_Abandoned)

To be calculated as : (Calls_Answered-Calls_Answd_Aft_Threshold)*100/(Calls_Answered)

The essential change here is that they want all abandoned calls to be removed.

My first question is: By changing this formula, will the changes be reflected in changes to any reports that are created by Crystal Reports and outside reporting services that interrogate the database directly?

My second question is: I have noticed that the Application Performance canned report still has Abandoned Calls in the Service Level Calculation after the change (I am testing this change on a lab CCM and placing test calls...not crazy enough to do this change live!). Is there any way to change these reports to reflect the new Service Level calculation or are they truly un-alterable?

Thanks in advance!

RE: Changing Service Level Formulas in CCM 6.0


Politics creates a lot of work!

The formula section in CCMA configuration if for private real-time screens only. Note you cannot change pre-defined formula, you must create a new one and put that in your real-time display.

The database with data for historical reports cannot be changed. To change historical reports you would need to go into each report template (each report has 4 templates) and change the formula and then save the report. You can do that with Crystal Report Writer. Or create new reports with Report Creation wizard, Excel, etc.

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