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Exclude calls abandoned while ringing from the Service Level stat

  • 1.  Exclude calls abandoned while ringing from the Service Level stat

    Posted 05-04-2017 11:23

    The Service Level statistic in StatServer calculates as following Entered - Answered

    How can I excluded abandoned while ringing from this statistic?

    [Service_Level]
    Category = RelativeNumberPercentage
    Formula = DCID
    MainMask = CallAnswered
    Objects = GroupQueues, Queue, RoutePoint
    RelMask = CallEntered
    Subject = DNAction



  • 2.  RE: Exclude calls abandoned while ringing from the Service Level stat

    Posted 05-04-2017 12:41
    Tested and do not work:

    [Service_Level]
    Category = RelativeNumberPercentage
    Formula = DCID
    MainMask = CallAnswered, ~CallAbandonedFromRinging
    Objects = GroupQueues, Queue, RoutePoint
    RelMask = CallEntered
    Subject = DNAction

    [Service_Level]
    Category = RelativeNumberPercentage
    Formula = DCID
    MainMask = CallAnswered
    Objects = GroupQueues, Queue, RoutePoint
    RelMask = CallEntered, ~CallAbandonedFromRinging
    Subject = DNAction


  • 3.  RE: Exclude calls abandoned while ringing from the Service Level stat

    Posted 06-28-2017 17:04
    Solved by creating a formula.