PureEngage On-Premises

Does anyone know why the SL would show as > 100% in CCPulse reports? It happens from time to time, usually overnight. 
#Reporting/Analytics

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BLM
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Hi Bonnie,

SL fields are normally custom formulas developed by someone with access to the CCPulse templates. To find the root cause why these fields are presenting such values, it would be necessary to analyze the formula itself and check the metrics being used for the SL calculation. If you can share the formula here, maybe the Community can help you find the solution.

Regards,

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Rafael Marciano
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As noted, does depend on your formula, but as you've said that it happens mostly overnight, I'd hazard to guess your using a sliding time profile?
In this case it's quite easy, especially during lower call volumes normally seen overnight, to have more calls Answered within the period than entered (as the call entered in the period before the current time profile).

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Jason McLennan
Commonwealth Bank of Australia
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Bonnie,

We are on the PureEngage Cloud platform so I am not sure this will help, but it might be worth a look:



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Byron Nelson
Customer Ops System Administrator
OGE Energy Corp
PureEngage Cloud since 2015
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