Historical Reporting

[agup]

We have IPCC Express CRA 3.5(2) version

Right now the reporting software - Cisco CRA Historical Reports - has the target service level set at 40 seconds. how can we would go about changing that to 30 seconds?

[Rob Huffman · Accepted solution]

Hi Arvind,

This Service Level can be changed per CSQ. Have a look;

Modifying an Existing CSQ

You can modify existing CSQs. If you make dynamic configuration changes that affect the order in which agents receive ICD calls, the changes take effect when all agents affected by the changes have left the Ready state. If no agents are in the Ready state when you modify the CSQ, the changes take effect immediately.

To modify an existing CSQ, complete the following steps.

Procedure

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Step 1 From the CRA Administration menu bar, choose Subsystems > ICD.

The ICD Configuration web page opens.

Step 2 On the ICD Configuration navigation bar, click the Contact Service Queues hyperlink.

The Contact Service Queues area opens.

Step 3 In the Name list, click the CSQ that you want to modify.

The first Contact Service Queue Configuration area page opens.

Step 4 Modify the CSQ as necessary.

In the "Service Level field", enter the target maximum time a call is queued before it is connected to an agent.

In the Service Level Percentage field, enter the target goal for percentage of contacts that meet the service level.

For example, a call center that has a service level of 20 and a service level percentage of 80 percent has a goal of answering 80 percent of its calls within 20 seconds.

Step 5 Click Update to apply the modifications.

From this doc;

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_administration_guide_chapter09186a008018f9a8.html#1048504

Hope this helps!

Rob

Please remember to rate helpful posts........

[amaia.lesta]

Dear Rob,

I have a question about the Service Level configuration:

The Service Level parameter is the target maximum number of seconds a call is queued before it is connected to an agent.

Does it mean that the time the call spends ringing in the agents' phone is not taken into account in this parameter?

If a call is waiting for 5 seconds, then an agent is Ready but doesn't answer in 15 seconds and the call is queued again for another 7 seconds, then another agents becomes ready and answers in 2 seconds. What is the amount of time taken into account for this parameter? Is it 5 + 7? Only 5?

Thanks for your kind help.

Best regards

Amaia