05-19-2010 05:45 PM - edited 03-14-2019 05:46 AM
Hello,
I am a bit confused with the WebView reports, need help.
My Skill Group report shows that calls answered within SL are greater than call offered, how could this happen? I have even checked the internal transfers if these could be part of the sl_answered, however there are no Transfer_In calls.
Also one more question, what is a difference between calls handled and calls answered? and why dont they match even a the end of the day reports?
Answers to these questions should solve all my reporting mysteries!
Solved! Go to Solution.
05-25-2010 02:00 AM
Hi netbakter
I have attached the skill group report for your reference and highlighted the rows under column E where i find an issue. These cells highlighted are the opening intervals for our contact centre, where the SL_Answered(refer column AO) are more than CallsOffered.
As mentioned earlier we have two skill groups where the calls are answered basis customers language preferences.\
Hope this helps.
Regards,
Girish
05-25-2010 02:32 AM
Hi,
can you please also attach the screenshot of the ICM routing script?
Of course, I will not misuse it, disclose it to the US Government, etc etc.
G.
05-25-2010 02:46 AM
Hi,
Being an operations guy I have limited or no access to the scripting part. However will try to get these from my tech guys.
In meanwhile, do you feel there are any patterns in the data which seem to be wrong?
Regards,
Girish
05-25-2010 03:27 AM
Hi, what I think is the pattern I described above in one of my previous posts should be applied here, ie. calls abandoned in the queue for several skill groups within the service level are incrementing value for one particular skill group. This is why I would like to see the script.
Also, do you have access to the Termination_Call_Detail and the Route_Call_Detail tables?
G.
04-04-2012 03:21 AM
Hi,
i have same concern " Callanswered is greater than Calls offered", and in the previous interval there is no calls offered/answered/handled so no point of calls came in first interval and answered in next interval.
i am refering "perskg36: IPCC Peripheral Skill Group Consolidated Daily"
04-04-2012 04:05 AM
Hi,
can you please give us more details. What columns are trying to compare. What is your UCCE version. Is this a customised report.
Thanks.
G.
04-04-2012 04:17 AM
HI Gergely,
we are using UCCE 8.0.X version. this is not customized reports we are pulling data from webview (perskg36: IPCC Peripheral Skill Group Consolidated Daily)
below are the field which i am campairing.
Interval | skill_group_enterprisename | CallsOffered | callsanswered |
3/29/2012 0:00 | Skill_1 | 0 | 0 |
3/29/2012 0:30 | Skill_1 | 0 | 0 |
3/29/2012 1:00 | Skill_1 | 0 | 0 |
3/29/2012 1:30 | Skill_1 | 0 | 0 |
3/29/2012 2:00 | Skill_1 | 0 | 0 |
3/29/2012 2:30 | Skill_1 | 0 | 0 |
3/29/2012 3:00 | Skill_1 | 0 | 0 |
3/29/2012 3:30 | Skill_1 | 0 | 0 |
3/29/2012 4:00 | Skill_1 | 4 | 5 |
04-04-2012 04:25 AM
04-04-2012 04:26 AM
Actually, I meant the screenshot of the report itself.
04-04-2012 04:30 AM
04-04-2012 04:50 AM
Hi,
thanks.
I did some analysis and now I can see you kind of misinterpreted some columns.
I guess what you don't like in this report is how come the value of the 'Total' column is lower than the value of the 'Ans' column.
Actually, 'Total' in this case is 'Completed Tasks Total' and 'Ans' is 'Service Level Ans'.
Service Level Ans
WV definition:
The number of calls that are answered within the skill group service level threshold in the half hour interval.
Derived from: Skill_Group_Half_Hour.ServiceLevelCallsToHalf
Schema definition:
The value of this field represents the number of calls answered within
the service level.
Completed Tasks: Total
WV definition:
The total number of tasks completed by this Skill Group in the half hour interval.
Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf +
Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnswertoHalf)
Going a bit further, you can see, all these 4 calls were handled, so
Schema definition:
The number of inbound ACD calls answered and wrap-up completed
by agents associated with this skill group during the half-hour interval.
This field is applicable for Unified ICME andd Unified CCE.
A handled call is:
• An incoming ACD call that was answered by an agent, and then
completed.
• A non-voice task that the agent started working on then completed.
A handled call/task is completed when the agent associated with the
call/task finishes the wrap-up work associated with the call/task.
I've got a strong feeling you think the 'Total' is actually 'CallsOffered', which is not in this report.
G.
04-04-2012 04:56 AM
Thanks for information. But if you see there is no calls offered before the highlighted interval then why calls answered value is greater than calls offered.
Regards,
Neeraj Suriyal
Phone:+1-646-367-8324
Extn:6790
04-04-2012 05:04 AM
Hi,
where do you see the numbers of the offered calls?
G.
04-04-2012 05:15 AM
In the webview report. After exporting the report and open it in excel.
Below is the snap shot of the report(other field are hidden)
Interval
skill_group_enterprisename
SkillGroupSkillID
LoggedOnTime
CallsOffered
callsanswered
3/29/2012 0:00
IB_Apple_MAC_IYG_GGN_Tier1_sg
20497
0
0
0
3/29/2012 0:30
IB_Apple_MAC_IYG_GGN_Tier1_sg
20497
0
0
0
3/29/2012 1:00
IB_Apple_MAC_IYG_GGN_Tier1_sg
20497
0
0
0
3/29/2012 1:30
IB_Apple_MAC_IYG_GGN_Tier1_sg
20497
0
0
0
3/29/2012 2:00
IB_Apple_MAC_IYG_GGN_Tier1_sg
20497
0
0
0
3/29/2012 2:30
IB_Apple_MAC_IYG_GGN_Tier1_sg
20497
0
0
0
3/29/2012 3:00
IB_Apple_MAC_IYG_GGN_Tier1_sg
20497
0
0
0
3/29/2012 3:30
IB_Apple_MAC_IYG_GGN_Tier1_sg
20497
1663
0
0
3/29/2012 4:00
IB_Apple_MAC_IYG_GGN_Tier1_sg
20497
4519
4
5
Regards,
Neeraj Suriyal
Phone:+1-646-367-8324
Extn:6790
04-04-2012 05:34 AM
Hi,
no, in this case a column named 'callsoffered' does not equal to the database table column CallsOffered.
I guess a Cisco guy wanted to save some work so he named this column callsoffered.
I opened this report in InfoMaker and I see this callsoffered is actually:
CallsOffered = SUM(ISNULL(SGHH.CallsHandledToHalf, 0)) + SUM(ISNULL(SGHH.RouterCallsAbandQToHalf, 0)) + SUM(ISNULL(SGHH.AbandonRingCallsToHalf, 0))+ SUM(ISNULL(SGHH.RedirectNoAnsCallsToHalf, 0)),
And this is actually the 'Completed Tasks: Total'
So the exported report column name is misleading. It should be 'CompletedTasksTotal' or similar, but not 'CallsOffered'.
I hope it's clear now.
One more thing about exporting: do not use the Excel format. Use HTML and then import the HTML file into Excel.
G.
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