IPOCC Realtime questions
IPOCC Realtime questions
(OP)
Hi all,
I regularly create realtime reports for my clients' supervisors and I used to using bar chart to display counters like the following ones:
- The number of calls per shift. (totNNewShift)
- The number of completed conversations or activated emails or chats per shift.(totNDoneShift)
- The abandoned calls per shift. (totNAbanShift)
But my problem is that these counters take into account all calls regardless the blocking period sets on the topic.
Exemple: On a topic open between 9am and 5pm. The counter displays calls received during opening hours but also calls received during non-working hours.
So I tried to use:
- The number of unanswered calls based on a dynamic calculation. (totNAbanDyn)
- The number of unanswered calls for an interval. (totNAbanInterv)
- The number of processed tasks during the period under consideration. (totNdoneInterv)
Here are my questions :
- What is dynamic calculation ? What is this based on ?
- Where can we set the interval ? In Configuration>System>Realtime Information default values> Calculating time periode ?
Actually I would like to increment these counters only during the plateform open hours.
Do you have any advice to do that ?
Regards,
I regularly create realtime reports for my clients' supervisors and I used to using bar chart to display counters like the following ones:
- The number of calls per shift. (totNNewShift)
- The number of completed conversations or activated emails or chats per shift.(totNDoneShift)
- The abandoned calls per shift. (totNAbanShift)
But my problem is that these counters take into account all calls regardless the blocking period sets on the topic.
Exemple: On a topic open between 9am and 5pm. The counter displays calls received during opening hours but also calls received during non-working hours.
So I tried to use:
- The number of unanswered calls based on a dynamic calculation. (totNAbanDyn)
- The number of unanswered calls for an interval. (totNAbanInterv)
- The number of processed tasks during the period under consideration. (totNdoneInterv)
Here are my questions :
- What is dynamic calculation ? What is this based on ?
- Where can we set the interval ? In Configuration>System>Realtime Information default values> Calculating time periode ?
Actually I would like to increment these counters only during the plateform open hours.
Do you have any advice to do that ?
Regards,
Talk To Other Members
RE: IPOCC Realtime questions
Basically create a Topic that does all checks needed and have separate Topic for queuing calls.
"Trying is the first step to failure..." - Homer
RE: IPOCC Realtime questions
Thank you so much for your super fast answer!!
I had thought of that but I was hoping there was another way!
RE: IPOCC Realtime questions
Also calls won't show up in realtime queue counter etc before they are actually queueing.
"Trying is the first step to failure..." - Homer