WebView Reports - How can SL_Answered be greater than Calls_Offered

[girish_sutar]

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!

[girish_sutar]

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

[Gergely Szabo]

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.

[girish_sutar]

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

[Gergely Szabo]

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.

[neeraj.suriyal]

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"

[Gergely Szabo]

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.

[neeraj.suriyal]

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

[neeraj.suriyal]

Please find the snap shot of the webview reports which we are using.

Regards,

Neeraj Suriyal

Phone:+1-646-367-8324

Extn:6790

[Gergely Szabo]

Actually, I meant the screenshot of the report itself.

[neeraj.suriyal]

Hi,

Please find the screen shot of the report.

Regards,

Neeraj Suriyal

Phone:+1-646-367-8324

Extn:6790

[Gergely Szabo]

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.

[neeraj.suriyal]

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

[Gergely Szabo]

Hi,

where do you see the numbers of the offered calls?

G.

[neeraj.suriyal]

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

[Gergely Szabo]

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.