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CCPulse showing SL > 100%

  • 1.  CCPulse showing SL > 100%

    NEW MEMBER
    Posted 8 days ago
    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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  • 2.  RE: CCPulse showing SL > 100%

    GENESYS
    Posted 8 days ago
    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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  • 3.  RE: CCPulse showing SL > 100%

    Top 25 Contributor
    Posted 8 days ago
    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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  • 4.  RE: CCPulse showing SL > 100%

    GCAP Member
    Posted 7 days ago
    Bonnie,

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

    We had an issue with Pulse a couple years ago with the refresh rate on our longer sliding profiles.  We had our "Sliding2Hour" (7200:600)
    with a 600 seconds refresh , where as our shorter sliding profiles were at 15 seconds.   This was causing us to have inaccurate SL's at certain times.
    So we moved it to 15 seconds to match and it fixed out issues.

    Hope this helps.




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