ServiceLevelCallsHalf And AnsInterval1 - Dont Match

[Mohamed Salim]

We have some challenges in our reporting data,

ServiceLevelCallsHalf does not match with AnsInterval1 for the CallType, that have the ServiceThreshold = 30 and BucketInterval's IntervalUpperBound1 is set to <=30 seconds.And we are reporting based on the CallType node configured just before the skill group node.

We are expecting based on the above configurations the sum of call count at ServiceLevelCallsHalf and AnsInterval1 should match but happening so.

Any input/suggestions ?

[Senthil Kumar Sankar]

Hello Mohamed,

What is the difference you see, (how many calls ?). Do you have RONA configured in the system ? What is the version of ICM you are using.

Can you share a screenshot.

Regards,

Senthil

[Mohamed Salim]

Hi Senthil,

The difference noticed for a day is about 25(max) calls. RONA is not configured for this project. ICM version is 7.5(10)

[Senthil Kumar Sankar]

Hi Mohamed,

Instead of taking the Whole day data and finding the difference. I would suggest the below steps.

1) take any one of the half hour data which shows the difference.

2) If possible, try to have a look at the TCD table for these calls in that half hour (based on the CallTypeID in TCD table)

3) then we need to try and check which call is not added in the ServicelevelThreshold

Just do this for the Day 28 whch is less

Regards,

Senthil

[Mohamed Salim]

hi Senthil,

How will you validate ServiceLevelCalls are answered within the servicelevel threshold from the TCD field.In other word, which TCD field i need to refer to validate the call was answered within the service level or answered within interval1

[Senthil Kumar Sankar]

Based on the Schema doc,

Answer Wait Time for a call begins when a call is queued (i.e Queue to SkillGroup)

Service Level measurement starts when call arrives routing script or Call type is changed.

You are changing the calltype just above Queue node. So both should be same.

AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for Unified ICM systems) and NetQTime (for Unified CCE systems).

With the existence of a network VRU, for IPCC and for ICMsystems in which calls are translation-routed, the measurement ofAnswer Wait Time for a call begins when the call is queued, whereasthe measurement of Service Level begins when the call arrives at therouting script, or when its call type is changed. This means that ifself-service is performed on a call before the call is queued to anagent, the routing script must be set up to change the call type of thecall when self-service is completed. Otherwise, the time spent inself-service will negatively impact the Service Level.

Regards,

Senthil

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