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Community Member

Configuring Service Levels for a Skill Group

Hi,

How do I configure Service Levels for a Skill Group so that the Service_Real_Time table in the ICM Database gets updated?

Thank you,

-Bhaskar

8 REPLIES

Re: Configuring Service Levels for a Skill Group

SL are assigned to a call type but not to a skill group. wat exactly are you trying to achieve?

david

Community Member

Re: Configuring Service Levels for a Skill Group

Hi David,

Thanks for the reply.

I have a requirement which asks of me to get the values such as DelayQAbandTimeTo5 (Sum of delay time of all calls to the service abandonedin queue during the rolling five-minute interval) and AvgDelayQNow (Average delay for calls currently in queue for the service). From the ICM Database Schema Handbook, I see a Service_Real_Time table that has these fields. Also, this table has a SkillTargetID with which I can query this table to get these values. So just by having a Skill Group Peripheral number, I can retrieve the Skill Target ID and use it aginst the Service_Real_Time table to get the values from the table. But for some reason, these values do not get updated.

I am not sure if I have to do some script level changes for this table to get updated. Please advice.

Thank You,

-Bhaskar

Re: Configuring Service Levels for a Skill Group

I'm not 100% on how to go about with what you're doing, but one way in which I would start would be to look at the WebView reports which Cisco provides. Specially caltyp22 and 23, I think those might give you a good starting point. You can look at those templates, see the queries in the background, and modify them to fit your needs.

david

Community Member

Re: Configuring Service Levels for a Skill Group

Hello bashkar,david

i want to set an SLA per skill group. the requirement is to set a different answering time for each skill group and to report that number of calls that are with this timeframe.

Is this possible on ICM?

THanks for your feedback,

Re: Configuring Service Levels for a Skill Group

This is certainly possible, but again it would require a custom report. See my post above, you should have all the data in the ICM database to produce the data you're looking for.

david

Green

Re: Configuring Service Levels for a Skill Group

It may be possible that Call Type metrics like ASA, abandon rate etc. can be applied to a skill group - but ONLY when you route calls for that call type to a single skill group.

That's pretty rare.

Stick with the system as designed. Explain to who is asking for this statistic that it is not available.

Regards,

Geoff

Community Member

Re: Configuring Service Levels for a Skill Group

Hi Geoff,

is it wrong to add call type to each skill group and measure their SLA's?

thanks in advance,

Re: Configuring Service Levels for a Skill Group

No, it's not wrong.

david

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