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  • 1.  WFM Service Level Exceeds 100%

    Posted 02-04-2020 08:06
    Good day

    Please advise as to why  and how would the Service Level percentage exceeds 100% on 15 minutes interval.
    #Reporting/Analytics

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    Michelle Naidoo
    Bytes Systems Integration a Division of Altron
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  • 2.  RE: WFM Service Level Exceeds 100%

    GENESYS
    Posted 02-04-2020 10:15
    Hi Michelle,

    Hopefully this will answer the question:

    When you switch "Show whole day" (from Help):
    Show whole day - Click this button to toggle between a rolling view (12 hours before and 12 hours after the current timestep) to a current-day view (from midnight to midnight of the current day).

    So more values participating in anticipating values calculation. With this button checked for timestep data since 00:00 is taken. When this button is unchecked, data since the same timestep 12 hrs previous of the previous day is taken e.g. 15:45 will look at 03:45


    Therefore to answer the question:
    If you choose the "current day" button, we can see actual service level > 100%. And at the same time, if you do not choose "current day" button. we can see actual service level <= 100%

    You need to check all 12 hours actual SL before actual timestep and what is the SL actual value for the timestep now stored in DB

    Hope that helps



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    Tracy
    Genesys
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