ICM WebView Reporting Issue...

Unanswered Question
Feb 16th, 2009

Hi All,

We are having issues while comparing Service level in CallType and SkillGroup reports. Just need to know, if using skillgroups in script without announcements, is it highly likely for the counters to add up an offered call in calltype and skill group at the same time or not? If yes, then what could be the cause of difference in offered calls in calltype and skillgroup reports in same duration?

I have this problem too.
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david.macias Mon, 02/16/2009 - 03:24

I recommend you only use the CT for SL calculations and never look at the SG SL metric. In addition only use one CT before you queue the call. Then no matter how may messages you play while in queue the SL is still the most exact SL.

When using the SL in a SG, I've seen numbers that aren't exactly right, specially when using queuing to multiple skill groups at the same time or over flowing to other SGs while in queue.



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