Good Morning
I use tConnected as an indicator the call was connected. So if tConnected = 0 then the call was never passed to an agent.
tQueueWait shows it was passed from IVR into the queue (for an agent on auto-answer). Similarly, tAlert, shows how long it tries to get an agents attention when they are on manual pickup.
WHEN ([tQueueWait] + [tAlert]) = 0 THEN 'No queue'
indicates the call never left the IVR (Closed or abandoned in IVR)
WHEN ([tQueueWait] + [tAlert]) > 0 AND [tConnected] =0 THEN 'Abandoned'
indicates the calls was in the queue, but there was no talk time so it was an abandoned call.
The remainder of the query was simply wrong, I was thinking of something else. The tConnected time should be there only to indicate it was an answered call, the length does not indicate time to answer. Corrected query would be
WHEN ([tQueueWait] + [tAlert]) > 0 AND ([tQueueWait] + [tAlert]) <5000 and [tConnected] > 0 THEN 'Ans<5'
WHEN ([tQueueWait] + [tAlert]) >= 5000 AND ([tQueueWait] + [tAlert]) <10000 and [tConnected] > 0 THEN 'Ans<10'
WHEN ([tQueueWait] + [tAlert]) >= 10000 AND ([tQueueWait] + [tAlert]) <15000 and [tConnected] > 0 THEN 'Ans<15'
etc., to include as many segments as you want.
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Philip Last
Arvato Limited
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Original Message:
Sent: 08-27-2019 18:57
From: Jayden Bradow
Subject: Calculating Service Level per queue using data sourced from database
Hi @Philip Last
Can you explain the use of tConnected in the example you provided?
As far as I know, tConnected is total talk time?
Cheers.
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Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
Original Message:
Sent: 08-23-2019 08:11
From: Philip Last
Subject: Calculating Service Level per queue using data sourced from database
I would suggest using the table InteractionSummary
Assume it is inbound calls and not emails, chats etc., then limit with
WHERE Direction = 1 AND ConnectionType = 1 AND MediaType = 0
Add whatever fields you want (date etc.) then to get a field to allow you to gather your statistics (remember fields are milliseconds):
CASE
WHEN ([tQueueWait] + [tAlert]) = 0 THEN 'No queue'
WHEN ([tQueueWait] + [tAlert]) > 0 AND [tConnected] =0 THEN 'Abandoned' < - missed abandoned from original post.
WHEN ([tQueueWait] + [tAlert]) > 0 AND [tConnected] < 5000 THEN 'Ans<5'
WHEN ([tQueueWait] + [tAlert]) > 0 AND [tConnected] < 10000 THEN 'Ans<10'
WHEN ([tQueueWait] + [tAlert]) > 0 AND [tConnected] < 15000 THEN 'Ans<15'
WHEN ([tQueueWait] + [tAlert]) > 0 AND [tConnected] < 20000 THEN 'Ans<20'
WHEN ([tQueueWait] + [tAlert]) > 0 AND [tConnected] < 25000 THEN 'Ans<25'
WHEN ([tQueueWait] + [tAlert]) > 0 AND [tConnected] < 30000 THEN 'Ans<30'
WHEN ([tQueueWait] + [tAlert]) > 0 AND [tConnected] < 35000 THEN 'Ans<35'
WHEN ([tQueueWait] + [tAlert]) > 0 AND [tConnected] < 40000 THEN 'Ans<40'
ELSE 'Ans>=40'
END AS 'AnswerStatus',
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Philip Last
Arvato Limited
Original Message:
Sent: 08-22-2019 23:26
From: Jayden Bradow
Subject: Calculating Service Level per queue using data sourced from database
Hi All,
I have done some further research and have proceeded with using DQStatistics.
I have found that the 6 service level fields represent 5, 10, 20, 30, 40, and 50 second targets.
How can I change these?
Can I add additional service levels or is it limited to 6?
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Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
Original Message:
Sent: 08-22-2019 21:59
From: Jayden Bradow
Subject: Calculating Service Level per queue using data sourced from database
Hi All,
I would like to see what the service level is per queue at various ASA targets (10, 20, 30, 40 etc.) by pulling data from the database as opposed to running a report through IC Business Manager.
Does anyone have any suggestions as to the best tables/fields to use for this?
I've looked at the table DQStatistics and can see there are fields called nAnsweredAcdSvcLvl, nAnsweredAcdSvcLvl etc but I am not sure what their service levels are. We have 8 service levels configured but this table only shows a total of 7.
I've also researched extensively in the Help and Data Dictionary but am unable to find a solution.
#Reporting/Analytics
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Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
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