| |||||||||
 |
| ||||||||
| |||||||||||||||
| |||||||||||||||
| Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here. |
| Tags: formulas, historical, reports, symposium |
 |
| | LinkBack | Thread Tools | Display Modes |
 03-03-2005, 05:57 PM | #1 (permalink) | ||||||||
| Guest
| Yep hi where can i find some timers the are considering : average waiting time in queue average talk time for call average talk time for call center call total online for an agent total not ready for an agent total work time i also want to build a report for abandoned calls by time answered calls by time . and overflow calls by time. and where can i find some stuff of using formulas 10x | ||||||||
 |
| 03-04-2005, 08:57 AM | #2 (permalink) | ||||||||
| Admin   Chas2002 is Chillin
Location: Gulf Coast Rep Power: 5   Country:  | Yos - For the SCCS you would run a number of reports: average waiting time in queue = The Skillset Performance Report. average talk time for call = The Agent by Application Performance Report. average talk time for call center call = The Agent by Application Performance Report. total online for an agent = The Skillset Performance Report. total not ready for an agent = The Agent Performance Report total work time = The Agent Performance Report If you want to create your own reports you will need to use a Third Party app like Crystal Reports. Chas2002 | ||||||||
 |  |
| 03-04-2005, 06:45 PM | #4 (permalink) | ||||||||
| Admin Chas2002 is Chillin
Location: Gulf Coast Rep Power: 5 Country: | Yos - average waiting time in queue Formula: Total Answered Delay/Total Skillset Answered average talk time for call Formula: Total Talk Time/Total Answered average talk time for call center call Formula: Total Talk Time/Total Answered total online for an agent Formula: Total Login Time total not ready for an agent Formula: Total Not Ready Time total work time Formula: Total ACD Talk Time + Total NACD Talk Time/ Total ACD Answered + Total NACD Answered Yos - The statistic you're looking for really drives the formula. As an example: There isn't a formula for 'Total online for an agent' - that's just a peg count. Plus all the forumulas for 'Averages' are in the SCCS "Data Access and Report Management Guide" documentation. Chas2002 | ||||||||
| | |
|
| Currently Active Users Viewing This Thread: 1 (0 members and 1 guests) | |
| Thread Tools | |
| Display Modes | |
| |
 Similar Threads | ||||
| Thread | Thread Starter | Forum | Replies | Last Post |
| MAX platform replacement? | Rachelle | Meridian Systems | 4 | 02-25-2003 04:42 PM |
| Symposium Express Reports | melvin_turner | Meridian Systems | 4 | 02-04-2003 01:52 PM |
Linear Mode
