PureEngage On-Premises

In wfm is it possible to configure customized service level statistics for voice interactions?

For example:
NS1 = Interactions answered in x seconds / (Intereactions answered + abandoned - short abandons)
NS2 = (Interactions answered in 19 seconds + Interactions answered in 20 seconds)/ (Intereactions answered + abandoned)
NS3 = Interactions answered in x seconds / Interactions answered
 
How can I set these statistics?
 

I believe the Service Factor 1 stat type should meet your needs. Below is a description of the Service Factor 1 stat type and how it functions.

In Service Level calculation we use ServiceFactor1 received from Stat Server:

Value = nAnsw(TimeRange)/ nAnsw + nAband - nAband(TimeRange1)

And it is working fine if calls coming trough one Route Point or Queue. But if, for example, call related to our activity is coming from 3 different Route Points? So we got 3 SF? If we got for example:

SF1=80 - calculated based on 50 TotalNumberCallsDistrib
SF2=60 - calculated based on 30 TotalNumberCallsDistrib
SF3=50 - calculated based on 20 TotalNumberCallsDistrib

So how to calculate SF for the Activity? Take average will be incorrect, so that's why we need second statistic. We do that using formula:

SF1*TNCD1 + SF2* TNCD2 + SF3* TNCD3
Value = ------------------------------------------------------
TNCD1 + TNCD2 + TNCD3

Where

RPi - route point
Sfi - service factor calculated by StatServer for the RPi
TNCDi - TotalNumberCallsDistrib for RPi


Scheduled service level is calculated in the following manner:

- we have forecasted values of AHT and IV
- according to the certain service level objectives, FTE (basically, number of agents requried) is calculated
- while building a schedule, scheduling engine uses avaiable agents to fulfill the desired service level. Anyway, the number of available agents may be excessive or not sufficient to achieve the service level objectives. Thus, service level is recalculated basing on initially mentioned forecasted AHT+IV volumes and number of agents, that were actually scheduled for certain activity. This recalculated figure is the SCHEDULED service level.

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Slate Burke
Fidelity Investments, Inc
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